The functionality 'Insert image' shows different behavior between Service Portal and Platform


Description

After adding an HTML field to the incident table and submitting a new incident on Service Portal, an email containing the HTML field will be generated and sent to users in the watch list. Images within the HTML content are not shown in the email body, as it is pointed as "src='attachment.xxxx_sys_id_xxxx.iix'" in the source code (portal.eml).

If the incident is submitted on Platform view, the image shows in the email, as it is pointed as "src='sys_attachment.do?sys_id=attachment.xxxx_sys_id_xxxx'" in the source code (platform.eml).

When inserting an image in the HTML field for any table from Service Portal, the 'Table name' is always 'kb_social_qa_question', and the 'Table sys ID' is always '-1'.

Steps to Reproduce

1. Navigate to the 'kb_knowledge.do' to create a new article from the UI platform.

2. Set Article type HTML.

3. Insert an image to the 'Article body' HTML field.

4. Save.
- The image is stored in the 'sys_attachement' table with 'Table name: kb_knowledge' and 'Table sys ID: kb_knowledge.xxxx_sys_id_xxxx'.
- The image is showing on the form as an attachment.
- The image is pointed as "src='sys_attachment.do?sys_id=attachment.xxxx_sys_id_xxxx'" in the source code of the 'Article body' HTML field.

5. Navigate to '/sp?id=form&table=kb_knowledge&sys_id=-1' to create a new article from the Service Portal.

6. Repeat steps 3-4.
- The image is stored in the 'sys_attachement' table with 'Table name: kb_social_qa_question' and 'Table sys ID: -1'.
- The image is NOT showing on the form as an attachment.
- The image is pointed as "src='attachment.xxxx_sys_id_xxxx.iix'" in the source code of the 'Article body' HTML field.

Workaround

This problem has been fixed. There is no workaround available. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.


Related Problem: PRB1342964