When creating issue in Jira, attachment does not appear in Customer Portal

[Veronika Dvorska]

Hi there,
we have some problem with attachments when creating issue in Jira.

1) Create issue - required fields filled
2) Attachments by drag&drop or via browse added
3) Img, xlsx or docx is downloading
4) Issue created
Issue is now created - everyting´s fine!

BUT

In Jira i can see what I insert in Create window but in Customer portal attachment is missing.
Does anybody know where is problem?
Thanks for any advice!
Veronika

Jira view

Customer portal view - attachment is missing

[Deleted user · Accepted solution]

Hi @Veronika Dvorska ,

Can you please check whether the attachment field has been added in the fields section of request types. Please refer below screenshot for reference.

Regards,
Kishore Kumar Gangavath.

[Veronika Dvorska]

Hi @[deleted] seems like I got the same settings of Request types as you do. 

 

[Deleted user]

Hi @Veronika Dvorska ,

By default when you raise a request from Jira channel and ticket will be visible to only agents. When you add Request type and it will be visible in the customer portal without attachments. As attachments can be added to the only issue and it can be shared with customers ( showing in customer portal).

If you want to share the attachments to the customer or portal. You need to add that attachment in the comment section and share it with the customer. So that the attachment will be visible in the customer portal.

Regards,
Kishore Kumar Gangavath.

[Veronika Dvorska]

@[deleted]Thank you for your answer, I know now how to do as a workaround to share attachments with customer on customer portal. I thought it's an Atlassian's bug or I had something or somewhere set wrong in administration section.

Otherwise, it's strange behaviour. I would expect, if I create an issue in Jira with attachments and fill Customer Request type up, that on Customer portal would appear everything. Even the attachments.

[Melissa]

Agreed. The extra step is really a pain.