Cloning with Attachment

[Justin Goodemoot]

Hello!

I've set up automation to clone and include an attachment from the original ticket. The attachment gets included on the admin/team member view -- however, on the portal view, it is not included and not visible for admins or customers. 

Is there a way to make the attachment on a cloned issue appear in the portal view?

I've added screenshots below of the cloning automation and the portal view of the cloned ticket, showing no attachments.

Thank you!

[Himanshu Tiwary · Accepted solution]

Hi @Justin Goodemoot ,

When an attachment is added from the issue view including by automation during a clone it is usually treated as an internal Jira attachment, so it shows for agents in the ticket but does not automatically appear in the customer portal. For portal customers to see it, the attachment typically needs to be shared in a public comment / reply to customer.Check this 

Basically there isn’t a setting that makes cloned attachments automatically appear in the portal just because they were copied over. The usual workaround is to add an automation step after the clone that posts a public comment and includes the attachment, so the customer can access it from the request view. 
Also Doc for referance 

[Justin Goodemoot]

Thank you @Himanshu Tiwary ! I have set up the automation noted in the article you shared and it appears to be working. Unfortunately, the attachment is still not visible on the portal, but I believe this is because the request type is blank and is not updating with the automation.

[Gunjan Kumar]

Hi @Justin Goodemoot 

From what I understand, this is expected behavior in JSM. When an issue is cloned, the attachment may be copied to the new Jira issue, but that does not automatically make it visible in the customer portal. For portal visibility, the attachment needs to be shared in a public, customer-visible comment on the cloned request.

So in this case, it does not seem like there is a setting to make cloned attachments appear automatically in the portal just through the clone action itself. The practical workaround would be to add another automation step after cloning that posts the attachment in a comment shared with the customer, so it becomes visible in the portal view.

[Justin Goodemoot]

 Thank you @Gunjan Kumar !

[Marc -Devoteam-]

Hi @Justin Goodemoot 

@Himanshu Tiwary is right here, this is also related that cloning is an internal job and it prevents that any attachment added to an issue would be customer available.

This could lead to security or privacy issues.

[Justin Goodemoot]

Thank you @Marc -Devoteam- !