How can I get attachment posted from Jira Software project to JSM portal (customer-facing)?

[Amed Moreno]

Hi Team,

I've been trying to configure an automation that can copy an attachment added to a Jira Software project to it's linked ticket in a JSM project.

So far it's easy to do this and have the attachment show on the backend ticket.  However, the difficult part that I have not been able to succeed in is getting that attachment to show on the customer facing side of the ticket (see screenshot).

Please help.

Thanks and Kind Regards,

Amed

[Trudy Claspill]

Hello @Amed Moreno 

What happens when you run this rule?

What is the trigger for this rule?

[Amed Moreno]

Hi Trudy,

Thanks for the help.  Trigger is in screenshot below.
What happens is that the attachment is copied from the Jira software project to the JSM project successfully but only on the backend issue.  In the customer facing side of the ticket (the portal that the customer interacts with) does not get the attachment.

Rule succeeds and looks like everything worked fine without error.  When using just the {{attachment}} in comment, it just adds comment with all the meta data of attachment (2nd screenshot)

[Trudy Claspill]

Take a look at this post:

https://community.atlassian.com/forums/Jira-Service-Management/Copy-Attachments-to-JSM-Customer-portal-How-to-copy-attachments/qaq-p/2678347

whith refers to this KB article that discusses how to do this:

https://support.atlassian.com/jira/kb/how-to-sync-comments-and-copy-attachments-between-linked-issues/

Let us know if the recommendations there resolve your dilemma.