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Support Article

Email attachments are not opening from case audit,case narrative



When user is trying to open email attachments from case audit, case narrative section the attachments are not opening.

Error Messages

Not Applicable

Steps to Reproduce

1. Run the case which has attachments in the flow.
2. Try to open the attachment from the case narrative section.

Root Cause

When trying to open any attachments from "pyCaseNarrative" section the API that is getting called in fetching for "Attachment-Data" Id and this Id is linked with a few sections like "pyCaseAttachmentsTopWrapper" section and pulse sections.

As these sections are not available in user's screen when clicking on Attachments the attachments are not opened or downloaded.


In Pega 7.3, a new API has been created and being called when attachments are clicked.

Implement the below local-change to resolve the issue:

Include "pyCaseAttachmentsTopWrapper" in the required section and make it visible. While including the section, check "Run visibility condition on client" so that section is available in DOM when required use case screen is rendered.
Suggest Edit

Published September 27, 2017 - Updated October 8, 2020

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