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Documents attached to Service Request are sometimes blank RRS feed

  • Question

  • I have a few Service Requests where an attachment added via the console are blank when viewing or saving them. The documents show they have the size of the document that was uploaded and are less than the size limit for attachments. Most attachments are fine; even others on the same SR that has a "blank" attachment.

    Has anyone else seen this issue or know what may cause this issue? Possible solutions?

    Thanks!

    Wednesday, October 17, 2012 5:57 PM

Answers

  • This was due to a bug. Patches have been released to fix this issue.
    • Marked as answer by bj.smith Friday, November 7, 2014 5:41 PM
    Friday, November 7, 2014 5:41 PM

All replies

  • Hello bj.smith,

    Haven't come across this issue.

    Do you have some more information. Are the blank attachments coming from the same users who create a SR? Or is it during a certain time period of the day? 

    Are you able to reproduce it with a attachment? If so can you check the verbose logging of the Self-Service Portal?


    - Dennis | Netherlands | Blog | Twitter

    Monday, October 22, 2012 11:15 AM
  • Thanks for the reply Dennis.

    We have seen this issue with attachments added via the console by the creator of the SR and other users of the console. The issue has happened at various times of day.

    I have been unable to reproduce this issue, but have multiple SR's with the issue created weeks apart. We have removed the original attachment that could not be opened and attached the same document from the same system and it works then.

    We are not using the portal at this time, so it is not related.

    Thanks!

    Monday, October 22, 2012 2:26 PM
  • This was due to a bug. Patches have been released to fix this issue.
    • Marked as answer by bj.smith Friday, November 7, 2014 5:41 PM
    Friday, November 7, 2014 5:41 PM