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I have a customer using a powerapps customer-self service portal in power pages. In the portal the clients can create cases and monitor ongoing ones. Upon new case creation, a client can attach an image on the 'create case' form (standard functionality) that ends up on the case timeline in Dynamics. The problem is that my customer also wants to be able to send images back to the client, and then the client might even provide some additional ones in response. Since this is not possible using portal comments, my customer has opted out to using email messages with attachmentets. These email-messages are then not visible on the case form in the customer-portal, leading to the clients not being able to monitor their cases in the portal. This is a huge problem since it defeats the purpose of even having a portal.
have anyone else been in a similar situation? I can't seem to use the rich text editor on portal comments allowing both the support agent and client to attach images in their portal comments. Any Advise?
In the past I've used the 'notes' functionality (annotations) on Power Pages to allow users (both internal and external) to upload documents. For this to work the systemuser adding a note to display on the portal needs to prefix the description with *WEB* - this can be automated if needed. By using a custom FetchXml you wouldn't need the prefix, but you'd need more customization as you would need to retrieve and display the annotations yourself.
Set up notes as attachments for basic and multistep forms | Microsoft Learn
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