[Copy Attachments to JSM Customer portal]How to copy attachments to Customer portal using automation

[Rajesh Konda]

Hi Team,

We are using automations for adding comments, attachments, Status change or assignee...etc between software and JSM projects using Linked issue event. Every action is working fine but coming to Attachments it is always shown as failed to load on Customer portal. Customers are unable to access the attachments in customer portal. 

How to sync comments and copy attachments between linked issues | Jira | Atlassian Documentation Have followed these step but it is not working.  Can any one help me fixing my automation please. Thank you

Source ticket.

Destination Ticket

[BHUSHAN PATIL]

Hi @Rajesh Konda ,

This is related to a known bug AUTO-723 in the Automation for Jira app, which causes attachments to show as "Failed to load" in the customer portal or ticket. 

Workaround

Add extra component before "add a comment to issue" component. 

• Component: Edit Issue
  • Choose fields to set...: Attachment
    • Attachment: Copy Attachment from Trigger Issue

Example refer to this sample screenshot:

NOTE : It is important to note that while workaround will make it possible to copy comment along with attachment, it will result in copy of all the attachments from the primary issue to destination issue as well.

How to sync comments from Jira Software and Service Management tickets

Regards,
Bhushan

[Rajesh Konda]

Hi @BHUSHAN PATIL  Thanks for the reply, yes i was using this earlier but it was working well for images but not for excel or PDF's.