Customer portal: file attachment problem

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Posted on by DmitryIgnatiev

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I am trying to setup the customer self service portal using the standard template. Basically it works fine, but there is an issue with the file attachment. When I create a new case and attach a file the system does not save it. In the same time if I attach file by using add a comment or update an existing case the attachments work correctly. Does anybody know how to resolve it?

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RaviKashyap 55,410 Moderator on at

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Hi Dmitry,

Please follow the below steps to view the attachments in the CRM.

1. Navigate to Portal->select entity forms entity.

2. Open the “Customer Service - Create Case” record.

3. Under the record->find the Attachment section ->enable attachment and select note attachment in the attachment file storage location.

4. Save the record .

5. Go to portal and create case ->upload the attachment and test it. This will create a portal comment with a note attachment.

Hope this helps

Please mark as verified if this answer your question.

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DmitryIgnatiev 125 on at

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Hi Ravi,

Thanks a lot! now it works. But still one more issue, now I see the attachment from CRM side, in the notes. But from the portal side I can´t see it

By the way when I add the comment, the attachment appears in the Time Scale section

Is it possible to make it appear for the creation step as well? Because from the user point of view it looks a bit confusing :\ Thanks!

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RaviKashyap 55,410 Moderator on at

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Hi,

Can you update the case title and see if it works(i.e. the portal comment appears in the timeline).

I remember some bug around that.

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DmitryIgnatiev 125 on at

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Hi Ravi,

Under update the case title, you mean to modify it from portal side? I don´t have such a permission to edit it. (From the CRM side I have tried (have changed the title) but it did not help, the attachment did not appear in the timeline).

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RaviKashyap 55,410 Moderator on at

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I had the same issue and changing the case title worked for me. The portal comment gets visible after changing the case title in crm.

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RaviKashyap 55,410 Moderator on at

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I just found the steps I followed. try these-

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a. Create a real time workflow where any change made of an activity record (comment is an activity record) or any attribute changed on activity record triggers a workflow which updates Primary attribute of the record this comment is associated to (which is set as regarding in comment). You can write the workflow in such a way that it updates the primary attribute value to the same value again.

a) Important thing is that it should be realtime workflow, background workflow will not work and it should update primary attribute, no other attribute will work.

b) In the action, I change the “Case title” attribute and basically just put the “Case title” value back in the same field. So no change is made to the value.

C) This triggers an update to activity entity which makes the activities appear on portal.

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Also, if your 'file attachment on create' issue is fixed then please close this thread by marking the suggestion as helpful and open a new thread for this issue to get more visibility.

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DmitryIgnatiev 125 on at

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Ok, thanks Ravi, I will try. Anyway prior to create the workflow, should it appear if I do it manually, because I have tried to change several times and no result ((

PS Ok sure I will create a new thread

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