EvanD Posted April 11, 2019 Share Posted April 11, 2019 Images uploaded to FAQs are being displayed to customers on the portal. Technician accounts can see the images. This appears to be due to the recent change in how images are stored. Previously they were stored as raw code in the HTML, now they are stored as files on the live.hornbill server. Unfortunately, it appears that customers do not have access to the live.hornbill directory. I confirmed this issue by creating a new FAQ on the hornbill/demo site and attempted to view the image on the portal with the Stever user. I have included images below of the issue. The image on the top is viewing as Stever, the image on the bottom is viewing as Grahamc. The exact url of my test image is: https://live.hornbill.com/demo/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=173&secure&filepath=image1555001780424.021.jpeg As a side note, I noticed images uploaded as .jpg are being converted to .jpeg. Link to comment Share on other sites More sharing options...
EvanD Posted April 16, 2019 Author Share Posted April 16, 2019 I confirmed that this is still an issue. It appears to only affect new or edited FAQs. Are there any workarounds for this other than using an external site to host images? Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted April 16, 2019 Share Posted April 16, 2019 @Victor or @James Ainsworth or @Steven Boardman can you please assist us on this topic or address the issue to the right person? Thank you! Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 16, 2019 Share Posted April 16, 2019 Hi @Giuseppe Iannacone Sorry for not having this looked at yet. At the moment I can't see if you have a Premier Success plan with us or not. If you do, I would recommend raising a request directly with the support team. Requests raised as part of the success plan do get prioritized. We do our best to look at and respond to as many posts on the community forum as possible. While I can see that it can be replicated on our demo instance I'll look to see if I can replicate it on a production instance. Regards, James Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted April 17, 2019 Share Posted April 17, 2019 thank you @James Ainsworth for some reason we still not have a Premier Success plan... Link to comment Share on other sites More sharing options...
Victor Posted April 17, 2019 Share Posted April 17, 2019 @Giuseppe Iannacone - I'll send you some details about the success plan over a PM Link to comment Share on other sites More sharing options...
EvanD Posted April 23, 2019 Author Share Posted April 23, 2019 @James Ainsworth Were you able to replicate the issue on another production instance? I just verified that this is still a problem on the production instance Giuseppe and I use. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 23, 2019 Share Posted April 23, 2019 Hi @EvanD I can see that the development team has raised a defect record for this. This suggests that they have managed to replicate. Turn around on raised defects is usually very quick once raised. Keep an eye open on the Service Manager release notes over the next few updates. I'll try to post back once I'm aware that a fix has been put in place. Regards, James Link to comment Share on other sites More sharing options...
EvanD Posted June 5, 2019 Author Share Posted June 5, 2019 Hi @James Ainsworth It has been nearly two months since I reported this defect and I verified today that it is still happening. FAQs are unusable until this is fixed. The solution is something along the lines of creating a new image directory on the support.hornbill.com/<instance> site and adding a function when Creating or Updating an FAQ. The function could use an IF statement to determine if the visibility of the FAQ is BOTH or PORTALS. There should also be a variable defined for the img src (let's call it $ImageLocation). It would probably be easiest to ensure uniqueness for variables to include the image name as part of the variable name. For example $image1559751250138Location. IF True (visible on PORTAL or BOTH): Set $imageLocation to the "support.hornbill.com/<instance>/<image directory>". Also, Run check if image already exists in the image directory, and if not, move it to the new location. If False (visible only on SERVICE DESK): Set $ImageLocation = "live.hornbill.com/<instance>/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=4&secure&filepath=". Again, checking if image already exists in the image directory, and if not, moveingit to the new location. Another variable would be defined to store the image name at the time the image is uploaded ($imageName) and added to the end of $ImageLocation to create a new variable $ImagePath. The Source Code would look something like: <Img src="<?php echo $ImagePath; ?>" /> Permissions to view the images would use the same permissions as viewing the Services. Please let me know if you have any questions. Regards, Evan Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 5, 2019 Share Posted June 5, 2019 Hi Evan, Looking at the record that was raised to fix this issue, the work was completed a couple of weeks ago and the fix is scheduled to be included in the next Service Manager update which we should expect to see over the next few weeks. I can also see that you now have a Premier Success Plan with Hornbill as of a few weeks ago. This now allows you to raise these types of issues directly with the support team which will include resolution targets for the issues that you raise. Regards, James Link to comment Share on other sites More sharing options...
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