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Support Article

Unable to download case attachments



User is unable to download an attachment in the Chrome browser. 

The user clicks new to create a work object. On the flow action for the first assignment, the user attaches a file. The attachment downloads correctly when the user clicks the attachment. When the user submits the assignment and opens it from the workbasket where it was routed, and attempts to open the attachment, the file does not download and the workbasket list is displayed. When the user clicks Refresh from the Actions menu and opens the assignment, the user can download the attachment.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create a new case.
  2. Add an attachment to the case and submit the assignment.
  3. Open the case from the workbasket and download the attachment.

Root Cause

According to a network trace, the following processes execute in the non-working scenario:
  • pzWebStorageOkToAttachFile
  • ShowSelectedPortal
  • GetAttachmentReference
The ShowSelectedPortal call caused the portal workbasket list to redisplay.


Perform the following local-change:

Remove the href="#" references in pyAttachmentFeedDescription.


Published July 23, 2018 - Updated October 8, 2020

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