Can a customer open an attachment link on an email notification?

[Agustin Segui]

I have added some files to the issue and shared them with the customer.

The customer received an email notification like the one below, but he was unable to open the links [1] and [2]. However, he can see the attachments if he goes to the customer portal and searches for the specific issue (view request link).

Is this a problem in my configuration or a JIRA limitation? 

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Reply above this line.

 commented:

This is a test email. Please disregard.

Thanks,

[1][2]File2.pdf

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[1] https://nzpmbugs.atlassian.net/secure/attachment/40492/40492_File1.jpg

[2] https://nzpmbugs.atlassian.net/secure/attachment/40493/40493_File2.pdf

 View request: https://nzpmbugs.atlassian.net/servicedesk/customer/portal/5/INC-2531?sda_source=notification-email

Thanks,
Agustin

[Brant Schroeder]

Jira Service Desk email notifications to customers that contain attachments require the customer to click a link and login to view the attachment, currently there is no built in way to attach the issue attachment to the email itself. A suggestion is already open with Atlassian to implement this: JSDSERVER-3371

[Agustin Segui]

Thanks for your response Brant, but I'm not trying to attach the issue attachment to the email itself. What I expect to happen is exactly what you've described in your first sentence: The customers click on the link, log in the portal, and view the attachment. But this doesn't seem to be working.

If they click the attachment link they either got redirected to the Atlassian login page 'https://id.atlassian.com/login' and they can't log in because they don't have an Atlassian login, or if they already logged on the customer portal they are redirected to the portal main page.

So they only way they can access the file is by clicking on the third link 'View Request' and download the attachment from there. As opposed to download/view the attachment directly by clicking the first or second link.