Inquiry Regarding MP4 Attachment Issue in JIRA Service Management Notifications

[Zita Sun]

We have been trying to include an MP4 file in our replies to customers via Jira service tickets. However, when we add the MP4, the customer’s email shows a message at the bottom stating that the resource cannot be embedded, which prevents the customer from downloading the MP4.

When searching in Jira, we found some information indicating that MP4 files may not be supported in customer notification emails, either as attachments or as links. Another source suggests that it should work as long as we adjust the attachment-related settings in the customer notification configuration. The relevant information is shown in the screenshots below.

Could you please advise which information we should follow? Specifically, we would like to confirm whether, under our current Jira Service configuration, MP4 files indeed cannot be included in customer notification emails. Thank you.

[Christos Markoulatos]

Hi @Zita Sun 

Based on what i read in the documentation and what i remember from past cases, MP4 files cannot be embedded in customer notification emails and are also blocked from being sent as traditional attachments. Instead, when an MP4 is added to a ticket, the email notification includes a link to the file rather than the actual video or attachment. Whether customers can download the file without logging in depends on the “Attachment security” setting in the project’s customer notifications configuration. If the setting requires login, customers must access the portal to retrieve the file, if the setting allows secure links, anyone with the link can download the attachment within its validity period. 

As for the email clients my guess is that email providers (like Gmail/Outlook) don’t play JSM-hosted MP4s inline, and JSM doesn’t push the file as a MIME attachment; it adds a link. When the renderer (email template) tries to place that resource “inline”, video is blocked and the client shows a fallback notice. 

Hope this helps!

[Zita Sun]

Thank you! Your reply is very helpful. However here you could see that we have already choose "No, anyone with the link can download attachments" in attachment security, but after we upload MP4 in ticket, we still cannot see a link as we expected. Following is the customer notification mail. So is there any other way we could solve this issue?

[Christos Markoulatos]

Hi @Zita Sun 

You are right, diving deeper on this im not sure if its possible after all :(

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