Customer can't view attachments in their own requests

[Sonia Bartolo]

Hi the customer can't view attachments in their own requests, nor see all the associated comments made by agents. The customer receives email notification and is routed to the portal view. No attachments appear there. Is this a setting somewhere?? Thanks for any insight into this.

[Mihai Schwarz · Accepted solution]

Hi @Sonia Bartolo ,

Check the permission scheme used in the project your clients raise their requests and see if they have permission to view attachments and comments. Also check with your agents if don't use "Comment Internally" button, for the comment to be visible to the clients they must use "Share with Customer".

[Sonia Bartolo]

Hi @Mihai Schwarz , there's no viewing permissions, there's settings only for creating, modifying and deleting own Comments and Attachments. What permission level should be set if there's no viewing rights only?

Agents are not clicking "Comment internally", they click "share with customer"

[Mihai Schwarz]

@Sonia Bartoloyou need to add the customers into the following areas into the permissions scheme: Add Comments, Delete Own Comments (if you want), Create Attachments, Delete Own Attachments.

Also check if you have the field attachment in Request types -> Edit Fields (it depends how many issue types do you have there).

It should be something like this:

[Sonia Bartolo]

Thank you @Mihai Schwarz ! I check all the settings with our JIRA admin and ended up being a user error. My agent was forgetting to add the request type and  was commenting internally. Thank you for your support!