Customers unable to create attachments via Customer portal

[Robert Halpin]

Hey all, I'm hoping I'm not the only one experiencing this issue. 

I have a customer portal that a customer can upload documents to. The only problem is that I get a very generic "upload failed" error when a customer tries to upload anything. 
I am able to upload attachments when logged in to my admin account, But unable to when logged out. 

I have ensured "service desk customer - portal access" has been granted to create attachment permissions. But customers are still met with the error. 

Did anyone experience this before? any idea how to fix this? 

[Brian.van.Bergen]

@Angélica Luz can you share the solution?

[Angélica Luz]

Hello @Brian.van.Bergen,

Thank you for reaching out to Community!

I saw that you created a ticket with your support and added a screenshot of the portal.

I believe that the issue is different from the one mentioned in the original post here because the attachment field is not visible in the form in the customer portal of your service desk.

While they don't answer your ticket, I will try to help you here. 

If you are using a next-gen project, go to Project settings > Request types > Click on the desired request type and drag and drop the attachment field to "Customer request form" > Save.

If you are using a classic project, go to Project settings > Request types > Click on "Edit fields" for the desired request type > Click on "Request form" tab > Add field > Select the field "Attachment" > Apply.

After that, the field should be visible for customers to add attachments to the tickets.

If it doesn't work, since you already created a ticket, let's wait for our support to answer and if you allow, they can access your site to check what is the root cause. 

Hope this helps!

Regards,
Angélica

[Angélica Luz]

Hi Robert,

Welcome to Atlassian Community!
I saw that your colleague Aziz created a ticket with our support related to the same question and they are already helping him with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.
Feel free to share the resolution here once the ticket is closed.

Regards,
Angélica

[Mark Hostetler]

@Angélica Luz If this was resolved, would you mind sharing the solution if thats possible?

[Angélica Luz]

Hi Mark,

This issue was related to the add-on Extension for Jira Service Desk and the suggestion was to contact their support to resolve the issue.
In this case, it was necessary for the customer to be logged in to be able to add attachments.

Regards,
Angélica