how to allow customer to create attachment when creating ticket?

Will Wilson_kcow5r

I am using JIRA Service Desk.  I have it setup so a customer can create a new ticket.  I have added fields to the Create Issue screen, and they all show up as expected except for the Attachment field.  The customer can add an attachment after creating a ticket, but I would like to save the customer a step and allow him to add an attachment on the Create Issue screen.

I went to Permissions, and found the Create Attachments permission, and it is assigned to:

• Administrators
• Service Desk Team
• atlassian-addons-project-access (not sure what that means)
• Reporter
• Service desk customer - portal access

I thought this would be enough, but when a customer goes to create a new ticket, there is no option to add an attachment.  Is it possible to allow the customer to add attachments on the Create Issue screen?

image2016-5-4 16:57:13.png

Chris Dunne

The Request Types are the screens that appear when a customer visits the portal and clicks on a request type in order to submit and issue. Steven's example screenshot is a Request Type screen.

Request Types are mapped to underlying JIRA issue types and you can have multiple request types mapped to the same JIRA issue type e.g. multiple request types using the bug issue type. For each request type you select which fields provided by the issue type should appear when the customer selects the request type in the portal.

The Create Issue screen is the screen that would appear if you went into the JIRA application and clicked the Create button in menu. 

Try creating a new request type and map it to the same issue type you are currently using. Then configure that request type and see if the Attachment field appears there.

Also go into JIRA and use the Create button to create an issue of the same type and see if the Attachment appears on the Create Issue screen.

Let me know how you get on.