Missing attachment field in the transition screen

[HB T]

Hi there,

I use the same transition screen and add attachment field on the screen.

I can see the attachment field (15.jpg) when i work as service deck, but i cannot see the attachment field when I use the portal (25.jpg), even they're the same screen in the workflow.

Any idea?  Many thanks in advance.

Regards

[Evgenii]

Hi, @HB T 

Welcome to Atlassian Community. 

Jira Service Management (JSM) customer portal operates differently from the internal Jira interface.

While customers can add attachments directly in the portal UI when creating or commenting on requests, transition screens in the customer portal are limited in functionality. Regardless of the fields configured in the workflow transition screen (such as custom fields or attachments), the portal only displays a fixed "Comment" field during transitions.

This is a known limitation in Jira Service Management Cloud. Currently, administrators cannot customize the transition screen that customers see, nor can they add additional fields like attachments or required inputs at transition time.

For visibility and updates, you can follow the corresponding feature request:
JSDCLOUD-6677 – Allow customization of transition screens in the Customer Portal

[Marc -Devoteam-]

Hi @HB T 

@Evgenii is correct.

Transitions trigger by a customer on the portal, the only option is to comment.

Attachments can be added directly via the portal UI.

[HB T]

Hi Marc, Evgenii,

Many thanks for the reply.

I would like to further clarify that:

- if there's any chance that the customer can add attachment after creating the request?  I have attachment field on the request type, but the field is no longer available after the request is created.

thanks again

[Marc -Devoteam-]

Hi @HB T 

When a user comments via the portal IU, in the comment section, there is an option to add an attachment.