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When an Attachment is added by the Service Desk team the customr can not see this

Dennis Verdaasdonk

We have a customr making a ticket, We want to explain to them how they can solve it.
So we first add a printscreen to the ticket, there we choose Add Only.
Then we make a feedback and say how to do this and selected the attchement and add this into the comment. there we see the image.
but after send we only see

!image.png|thumbnail!

!image-1.png|thumbnail!

In there comment and not the picture.
the customer can even not vew any of the pictures in the service desk

Accepted answers

Angélica Luz

Hello Dennis,

Thank you for reaching out to Atlassian Community!

When using Service Desk, the renderer of the field must be set as Wiki Style Renderer as Marco mentioned, otherwise it will show as a plain text.

Since the renderer is correct, I would like to know what happens if an attachment is added directly to the portal.

Are there any differences if you share the attachment directly with the customer instead of adding the attachment to the issue only and then share the attachment with a comment?

What is the version of Service Desk that you are using?

I saw that you created a ticket with our support mentioning about this issue on the Activity Stream as well, so this issue is affecting other projects and not only Service Desk, is that correct?

Also please, check the attachments settings on Administration > System > Attachments and confirm if everything is enabled.

Configuring file attachments

Regards,
Angélica

All comments

Marco Brundel

Hi Dennis,

How is the field rendering set?
When you go to the Project settings > Fields > Click on the icon on the right side to edit > Search for the field "Comment" > Renderer, is the renderer set to "Wiki Style Renderer"?

Dennis Verdaasdonk

Hi Marco,
Since it is in a comment i checked the rending of comments and thats Wiki Style.

So if i check the document that should be correct.
but it is not showing it as you can see below

Angélica Luz

Hello Dennis,

Thank you for reaching out to Atlassian Community!

When using Service Desk, the renderer of the field must be set as Wiki Style Renderer as Marco mentioned, otherwise it will show as a plain text.

Since the renderer is correct, I would like to know what happens if an attachment is added directly to the portal.

Are there any differences if you share the attachment directly with the customer instead of adding the attachment to the issue only and then share the attachment with a comment?

What is the version of Service Desk that you are using?

I saw that you created a ticket with our support mentioning about this issue on the Activity Stream as well, so this issue is affecting other projects and not only Service Desk, is that correct?

Also please, check the attachments settings on Administration > System > Attachments and confirm if everything is enabled.

Configuring file attachments

Regards,
Angélica

Dennis Verdaasdonk

Hi there i tested it by being a customer and adding attachment as a comment :

Also checked attachment settings :
We have this issue in Jira and in Service desk...
JIRA Service Desk 4.8.0
Jira Software 8.8.0

hope you know what to do

thanks

Dennis

Timo Ketola

I have exactly the same issue and raised a discussion about the topic here as well. So far, no idea how to resolve the issue.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Cant-see-attachments-in-service-desk/qaq-p/1421973

I am having JIRA v8.7.1 and JIRA Service Desk 4.7.1

Timo Ketola

I got a tip to change Internet Explorer MIME Sniffing Security Hole Workaround Policy setting and it helped at least in my case. I changed the value to Work around Internet Explorer security hole.