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Internal and external attachments in Jira Service Desk

Dimitrios Danampasis

As an agent when uploading attachments in the issue screen, there is an option to share with the customer or add to issue:

2020-02-13 11_57_19-[SUP-14299] Assets with multiple Depr Books - UNOPS TEST JIRA.png

In an issue with multiple attachments, is there any way for the agents to know which attachments are shared with the requester and which are not after they have been uploaded?

Accepted answers

Mike Bowen

Hi @Dimitrios Danampasis

You should be able to see attachments on the comment itself and and whether the comment is Internal or not.

Add to issue versus Share with Customer

Assuming you are editing a comment Add to issue means there will be no email notification to the customer.
Assuming you are editing a comment Share with Customer means the customer will receive an email notification letting them know you edited the comment.

One is always given a choice when adding an attachment as the agent... Share with customer (goes to the customer) or internal.

-Mike

All comments

Mike Bowen

Hi @Dimitrios Danampasis

You should be able to see attachments on the comment itself and and whether the comment is Internal or not.

Add to issue versus Share with Customer

Assuming you are editing a comment Add to issue means there will be no email notification to the customer.
Assuming you are editing a comment Share with Customer means the customer will receive an email notification letting them know you edited the comment.

One is always given a choice when adding an attachment as the agent... Share with customer (goes to the customer) or internal.

-Mike

Johnatan Matta Osorio

Hola Mike

Hay alguna forma cuando se envie un adjunto. El cliente pueda verlos sin necesidad de loguearse al portal de JIRA. Actualmente, al agregar un adjunto, sale en el correo del cliente, pero al dar clic, no se muestra. En vez de ello, abre el portal de tickets para que el cliente entre.

Mike Bowen

Hola @Johnatan Matta Osorio

Apologies for not responding back in your language. I google translated your question. I hope I understood it correctly.

But that is how it works. Jira Service Desk is a cloud based portal. If you add an attachment to the ticket or make a change to the ticket, the customer gets an email notification letting them know something has changed on the ticket. If that change happens to be you adding an attachment then the customer must log into the Customer Portal to see it.

Have you set up email requests on your customer portal? e.g. the customer can email requests to your Jira Service Desk? I am not 100% sure, but maybe if it set up for email then it will work. Email requests don't require the user to be logged into the Customer Portal.

Kind regards,

Mike

Matt Smith

If done to the wrong state how can you amend an attachment to add to issue only from Share with customer ?
How do you amend the visibility of an attachment -... (atlassian.com)

Matt

Christian Sprenger

This only works if the comment still exist.

If the comment will be deleted, there is no option to see at "Attachments" Tab, is there?

*Edit*

Question answered itself, all attachments are always intern only, only when you "release" them in a comment they're externally visible

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