In JSM cloud, how to add field "attachment" into previous request type ticket

Hi @Benjamin Zhou. JSM does not give the work item an Attachment field the way Jira Software does, so on an empty ticket there is nothing to show or hide. Not your config. The gap is JSDCLOUD-8576, still Gathering Interest on 148 votes since 2019. Atlassian's JSM instruction is to drag the file onto the work item or use Attachments in the comment bar, and you remove it by deleting that comment.

So there is no show-when-empty setting for it. The Cloud lever is the Hidden when empty section on the request type's Work item view tab, and Attachment is not among the fields you can drag out of it. I opened the layout editor on a Cloud project of ours where attachment is provably on the view screen, and it is offered in none of the three sections. The toggle you may have seen described is a Data Center feature, written by Atlassian's Jira Data Center team, tagged jira-data-center, and scoped to custom fields.

The request form is a separate story, and that one is set per request type. Check the older type too. I measured that this morning on a service project of ours: six of the eight request types expose the attachment field and two do not, and two of those sit on the same work type and still differ, so it is not the screen deciding it. Every Atlassian sentence I could find on this keys on whether a field holds a value, not on when the ticket was raised.

Where my checking is thin: the layout editor I opened was a Jira project and not a JSM one, which matters here precisely because the two differ on attachments, and a team-managed service space words all of this differently, Content fields and a Hide fields below line.

Hi @Benjamin Zhou

I added Attachment to the request form correctly. The problem is that I expected Attachment to behave like a normal field in the JSM work item layout. In JSM Cloud, native attachments are handled separately, so an empty Attachment field cannot be configured to always display.
It will appear for old/new requests also when any customer will add files in the comment. those will appear in the work item view layout as a normal field. Once the files were deleted again the attachment field will disappear