Help Needed: Attaching Ticket PDF in Automated Email for Clients Restricted from Atlassian Services

[Mauricio Ferrer]

Hello everyone,

I'm trying to automate the process of sending tickets to our clients via email. Ideally, I would like to attach the ticket form as a PDF directly in the email. However, due to technical limitations, the only method currently available is to include a download link to the PDF stored on Atlassian (e.g., Jira).

Problem:
Some of our clients have email accounts that are restricted from accessing Atlassian services, so they cannot download the PDF via the provided link.

Question:
Has anyone found a workaround for this issue? Is there a way to:

• Attach the PDF directly to the automated email sent from Jira or another integrated tool?
• Use an external service or automation to generate and send the PDF as an attachment, bypassing Atlassian's access restrictions?

Any suggestions, plugins, or best practices would be greatly appreciated!

Thank you in advance for your help.

Best regards,

[Joseph Chung Yin]

@Mauricio Ferrer 

Why aren't your customers access your portal to submit his/her ask?  Can you provide a bit more information on "attach the ticket form as a PDF" to the customer?

Please advise, so we can assist you better.

Best, Joseph

[Mauricio Ferrer]

Hi Joseph,

Thank you for your questions.

The company our clients work for has strict IT policies, and their email accounts are restricted from accessing our Jira portal. As a result, they’re unable to log in or submit requests directly through the portal.

Additionally, our clients do not raise tickets themselves. Instead, they contact us by phone if they have an issue, and we log that attention as a ticket in Jira on their behalf.

What I’m aiming for is that, once we raise a ticket, the client receives all the ticket information via email—including any attached files (such as a PDF of the ticket form or related documentation). Since they cannot access Atlassian services, sending attachments directly is crucial for their workflow.

Please let me know if you need any more details, or if there are solutions you can suggest.

Best regards,

Mauricio. 

[Joseph Chung Yin]

@Mauricio Ferrer -

In this case, your team will always be the one who create the issues in JSM projects for your customers due to their strict IT policies on their end.  

I would think that you will need to make the PDF file (assuming your customer will fill them up for your team to create the issues) some where they can get access from by clicking on the link in your email to them.  Or your only other option is to include a hard copy of the PDF as an email attachment to them.

Keep in mind that your customers will not be able to receive the standard JSM notifications when the issue is received/resolved in JSM.  All of the communications between your team and your customers will be done manually outside of JSM.

Please note that JSM does offer the functionality for customers to send email for issue creation in the projects.  However, this will not work because as you mentioned that their company doesn't allow them to use their email accounts to be present in your JSM site.  Here are some support documentations that you can review if you are interested -

https://support.atlassian.com/jira-service-management-cloud/docs/how-customers-create-requests-by-email/

https://www.atlassian.com/itsm/service-request-management/transitioning-from-email-support#:~:text=Here's%20how%20you%20can%20set,platform%20in%20the%20input%20fields.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Hope this helps and good luck.  If my suggestion helps you, please click on "Accept answer", so others with similar asks will see this posting as an answered one in the community.

Best, Joseph