Opening Case Note Attachment Results In To "File Not Found" Error (Doc ID 2011965.1)

Last updated on FEBRUARY 16, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

If a note with an attachment is emailed, and the outbound notification is linked to the case as a case note. Attachments are not able to open from the original note, and also on the outbound note.

1) Log in as HHDUSA_MGR
2) Add new Case for HR HelpDesk
3) Go to Note tab and add new Note with an Attachment.
4) Now email that Note
5) Select “Include” check box for attachment before sending the email.
6) Send the email, System will add “Outbound Notification” as well.
7) Now open “FIRST NOTE” and click on attached file.
8) It will give error “ File Not Found”
File Not Found (137,29)
The file is not found or file is empty so the operation could not be completed.

9) Now open Note created for Outbound notification
10) Try to open attached file it will give same error.

File Not Found (137,29)
The file is not found or file is empty so the operation could not be completed.
11) This issue can reproduce with attachment URLs are pointing to record://PSFILE_ATTDET

 

Additional scenario where you get the same error:

1. Opened a secured case record by manually checking the Secured Case box.
2. Then selected the Print View button and selected to email the case record to the employee.
When the link to the case record from the email is selected, it opens ok, however, if I go to the case record note and click on the link, an error message states that the file cannot be found.
Same results for secured and non-secured case records.
If you look at the Outbound Emails page, it cannot open the Print View Email attachment from this page either. You get the same error message

 

Cause

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