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Download all not allowed for service desk customers?

Remco Bakx

When a user clicks the Download all link, they get a Not allowed page.

This only happens to service desk customers. When licensed users click the button, everything works fine.

So it looks like a service desk customer is only allowed to download single files and is not allowed to download all files at once via the Download all link.

How can we fix this so our service desk customers can also download all files at once?

Accepted answers

Diego_88dj6o

Hello @Remco Bakx !

As I understand, your unlicensed users from Jira Service Desk as unable to use the “Download All” feature that exists in the attachments page.

With this behavior in mind, I want to check if we are talking about our Cloud or Server platform.

I ask this because this is a known issue for the Cloud platform currently filed under this report:

[Jira Service Desk] KB article with file list asks to login to download all files

I was unable to find an equivalent for the Server counterpart.

Let us hear from you!

All comments

Diego_88dj6o

Hello @Remco Bakx !

As I understand, your unlicensed users from Jira Service Desk as unable to use the “Download All” feature that exists in the attachments page.

With this behavior in mind, I want to check if we are talking about our Cloud or Server platform.

I ask this because this is a known issue for the Cloud platform currently filed under this report:

[Jira Service Desk] KB article with file list asks to login to download all files

I was unable to find an equivalent for the Server counterpart.

Let us hear from you!

Remco Bakx

My request relates to the Server platform.

Diego_88dj6o

Hello @Remco Bakx ! Thanks for keeping the thread alive. I just received your notification on this thread.

I believe that you are running Confluence 7.6.1, is that correct? There are still some questions that we need to go over to keep going. Here we go:

Which version of Jira Service Desk are you running?

Is the download All link coming from Confluence directly or is it the link that users have access via the attachment page in the Knowledge base article?

Does this happen with any article that contains files?

Would it be possible for you to share screenshots or a screen capture where the behavior is shown?

If the Jira Service Desk users download the files one by one, are they able to download them all?

Has this worked at some point in the past?

The fact that the users are able to download one by one tells us that they have enough access to the files.

Note about screenshots and screen captures: Take care not to disclose sensitive information with them. Our Community is an open space where everyone can see everything.

Let us hear from you!

Remco Bakx

Hello @Diego ,

Please find below the answsers on your questions:

Which version of Jira Service Desk are you running?

We are running Jira Service Desk 4.5.1.

Is the download All link coming from Confluence directly or is it the link that users have access via the attachment page in the Knowledge base article?

It is the Download all link that comes together with the Attachments macro which is added to an article.

Does this happen with any article that contains files?

Yes

Would it be possible for you to share screenshots or a screen capture where the behavior is shown?

You can download a screen capture from here: https://we.tl/t-I62YEcdVvH

As you can see downloading a single file works OK, but when I click the Download all the Not Permittes page is shown.

If the Jira Service Desk users download the files one by one, are they able to download them all?

Yes.

Has this worked at some point in the past?

I don’t know. We recently started using this feature.

I think it has nothing to do with Jira Service Desk, as Download all also doesn’t work when downloading from the Confluence page directly.

FYI, the URL that shows the Not Permitted page looks like: https://xxx/pages/downloadallattachments.action?pageId=xxx