Service Desk Comment Attachments

Question

Customers (Reporters) are able to include attachments when they send an email to open a ticket in SD, however, if an assignee working the ticket wants to send an attachment in a comment back to the customer the attachment doesn't send. The customer gets a response in their email that has the file name in bracket [ file name ]  but not the actual attachment.

How can an assignee send attachments back to customers via email?

We are running JIRA v7.12.1 and SD v3.15.1

Thanks, Brian

Brian Naszradi · Answer

Maybe I wasn't clear in my question.  Trying to add an attachment (any file type) from a Jira ServiceDesk client that will be transferred to the reporter of the problem via email - not a user that has a Jira ServiceDesk client.  Is this possible?

Petter Gonçalves · Answer

Hello Brian,

Welcome to Atlassian Community!

There are some possible specific reasons that could cause the attachments to don't display properly for your customers.

Basically, this is usually caused by a session token of JIRA that is not available to the email client, causing the referenced image URL to not be downloaded with the message.

There is a bug ticket filed for tracking the progress of this issue here:  
JRASERVER-41675 - Wiki markup embedded images are not shown in email notifications LONG TERM BACKLOG

I would suggest your customers check the following steps in case it happens again:

* View the email message source
* Find an IMG tag in the source similar to http://base.url/secure/useravatar?ownerId=username&avatarId=10200
* Paste this URL into a browser and see if you are able to view the image

* If you are asked to authenticate in JIRA, there may be a missing session token causing the missing images in the email notification.
* Please try logging into JIRA and see if the remediates the issue

Let me know if this information helps.