Embedded images (Images that copied and pasted in the Workspace Activity stream) are not displayed for the customer in the customer portal - Known Error

Embedded images (Images that copied and pasted in the Workspace Activity stream) are not displayed for the customer in the customer portal Description When an agent copies and pastes an image in the activity stream of the CSM workspace, the image is not visible to the customer who accesses the Case via the CSM portal

Steps to Reproduce

1. Create a new case in CSM workspace 2. Populate the "Contact" with an external customer, e.g. Amy Chen 3. Save the Case 4. In the CSM workspace, copy and paste an image into the activity stream 5. Save the Case 6. Note the sys_id of the Case 7. Impersonate Amy Chen 8. Open the browser's developer tool and make sure "Disable Cache" is checked 9. Open the CSM portal ticket page:- i.e. /csm?id=csm_ticket&table=sn_customerservice_case&sys_id= 10. Observe the image is broken and the request of the image returns 403 forbidden error

Workaround 1. Open the OOB sys_attachment ACL (Sys ID: d96a859a43333110281ee8625ab8f284)

2. Add "snc_external" role in the condition