Cannot download/open attached files

[Ioanna Lampronikos]

Yesterday I saw a post, that due to some issues, files could temporarily not be downloaded in Jira Cloud Servicedesk. However, E-mails with attachments that customers sent yesterday, are still unable to download.

How can this be fixed without asking the clients to resend all the e-mails?

[Angélica Luz · Accepted solution]

Hello @Ioanna Lampronikos,

Welcome to Atlassian Community!

There was an incident on August 26 that affected Jira Service Desk, Software, Core, and Bitbucket. For more details about what happened, please check the link below:

• https://jira-service-desk.status.atlassian.com/incidents/zf45jgkb25gj

If your Service Desk has a custom email address, it's possible to mark the emails as unread on the inbox for Jira to process it again.

If it's the system email (support@yoursite.atlassian.net) since this is not a real inbox and it's not possible to access using the UI, our support can try to reprocess the emails through the database, but for that, your site administrator needs to create a ticket on support.atlassian.com/contact.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica