3645224 - Inconsistent Behavior When Opening PDF Attachments

When clicking PDF attachments in the Attachments facet of a Ticket (or similar object) in SAP Cloud for Customer (C4C), behavior varies:

• Some PDFs open directly in the browser.
• Others are downloaded automatically.

SAP Cloud for Customer for core applications

1. Navigate to the Service work center.
2. Open the Tickets view.
3. Select any existing Ticket.
4. Go to the Attachments facet.
5. Click on Attachment A
   -> Result: The file is downloaded.
6. Click on Attachment B
   -> Result: The file opens in a new browser tab.

Note: Both attachments are PDF files.

The difference in behavior is caused by how the PDF files are uploaded or added into the system:

• Attachment A was added automatically (e.g., via email processing, workflow, or system integration such as from SAP ERP).
  • These files are typically delivered with HTTP headers that prompt the browser to download the file, as a security precaution.
• Attachment B was uploaded manually by a user within the C4C UI.
  • These are served with headers allowing the browser to open the file inline.

This is the standard and expected behavior in SAP C4C.

• For security reasons, files added automatically (e.g. through integrated systems) are handled more conservatively to prevent automatic execution or preview of potentially unsafe content.
• Files manually uploaded via the UI can be displayed inline in the browser, assuming browser settings allow it.

C4C attachment download, PDF opens in browser, ticket attachment behavior, PDF not previewing, attachment auto-download, C4C inconsistent attachment behavior , KBA , LOD-CRM-BF-ATT , Attachments , LOD-CRM-SRP , Service Request Processing , Problem