Attachment showing as text in Jira Notification Email

[PANG Chee Hoo]

Hello,

I've been looking for a solution on how to configure in JIRA, so that the attachment showing in the notification email will be able to download without have to accessing to the JIRA Portal

The link to the guides that I've been referencing are as follows:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-how-your-customers-access-attachments/

https://support.atlassian.com/jira/kb/users-are-unable-to-view-download-attachments-from-email-notification/

But the guide for users are unable to view download attachments doesn't seems to work, because the UI in the guide doesn't matches our current UI and I can't find the path

What I did tried to set it's this

The attachment is a 500Kb Word document, it only showed up as [^xxxxxxxxxxxxxxxxxxxxxxxxxx.docx] a text, only when check in the portal it's available for download

As for the images, it's able to show as per usual

May I know what should be configured to enable the attachment to be able to download via notification email instead of showing up as text?

Thanks

[Utkarsh Agarwal · Accepted solution]

Hi @PANG Chee Hoo 

This is expected in Jira Service Management Cloud – for security reasons, attachments in customer emails are sent as secure links, not actual files.

What you can do:

• In Project settings → Customer permissions, enable “Customers can access attachments without logging in.”
• In Project settings → Notifications → Customer notifications, set Attachment security to “Download attachments via a secured link (without logging in).”
• Make sure the Comment field uses Wiki Style Renderer so links appear clickable, not as raw text ([^file.docx]).

Feature requests you can vote for:

• JSDCLOUD‑4086 (not considered) – Send email with attachments as files
• JSDCLOUD‑3575 – Embed non-image files in email notifications

Kind Regards
Utkarsh

[PANG Chee Hoo]

Dear @Utkarsh Agarwal ,

Thanks, after checking through all these settings again, it works now!

Warm Regards,

Chee Hoo