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Sending attachment in a Issue without using a Add-on

Cedric_wdz7m9

Is there any posbility to use the "Send to Customer" Button sending attachment (not only the link to a file I upload). Customer are not having access to the portal, so they need the actual file and the public comment.

At the moment its solved with a add-on and a corresponding new button - which allows me to upload a file and send a public comment

Thing is there are several comment buttons with different functionalities

Not possible in Jira Service Desk, to upload a file in a comment and send this to customer??
or how people solve this in general?

Thanks in advance

Accepted answers

All comments

Zita Bagi

Hi,

you mean the customer doesn't have access to Jira internally, but has access to the Service Desk ticket, right? Then you can just go to the issue internally, click on "browse" under Attachments, attach something, and click "Share with customer", then this becomes a public comment with an attachment.

Cedric_wdz7m9

Hi, thanks for your answer

The customer just receives a link if I attach the document as you described. Customer is not having access to the ticket, just get a notification out of jira and answers to this.

Zita Bagi

Do you have an email handler for your JSD? Then you could send the email to the customer with the attachment and it would automatically update the Jira issue and JSD ticket. This would generate duplicate emails tough. The customer would receive your email, which creates a ticket update, plus another email of the update that you have just created, and this would kinda defeat the purpose of JSD.

https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

Can you maybe change the setting under Project settigns > Customer permissions regarding who can access the portal?

Cedric_wdz7m9

That is already working (we connected a shared mailbox) that is not the problem.

We dont want to open the portal on purpose to the customers. they should only interact with us via mail.

Im just wondering if a basic function like this (sending attachments to customer) is not possible with the default comment button in jira service desk.