SAP Knowledge Base Article - Public

2689063 - Opening an Attachment in Ticket Dumps

Symptom

System gives an error while opening the attachment in tickets.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service workcenter.
  2. Go to the Tickets view.
  3. Open the ticket 123(where 123 represents the ticket ID).
  4. Go to the Interactions facet.
  5. Open the attachment from the interactions.

System will give an error.

Cause

The attachment in ticket 123 is an empty pdf file. So while accessing the attachment the corresponding document and file content is not fetched, which in turn is raising an exception.

Resolution

This behavior has been correction in the version 1811. A check has been introduced for blank files.

Keywords

interactions file email , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer 1808