Is there a way to configure permission so that attachment is not viewable after ticket is closed?

Question

Our org would like the service request still be accessible but not the attachment. We also don't want to purge/delete the attachment because Agents need to view them from admin side.

Problem statement: How to make attachment become not viewable (perhaps using permission config) after ticket status = closed?

Thanks.

Johnny Lau_8aqznr · Answer

Hi Stephen,

I want to make it not visible/the attachment link is not clickable only after the ticket is closed. Reopening ticket is not allowed. Can it be achieved via workflow configuration on the event etc? Thanks

Ste Wright · Answer

Hi @Johnny Lau

This is not visible to non-Admins? Or not visible to customers?

As far as I know, there isn't a native method to hide the details of an attachment whilst keeping the service request visible.

An alternative might be to encrypt files on closed requests? An app such as:

* Encryption, Security & 2FA
* Encryption for Jira

...might be able to offer password protection or limit access to files, so they can only be viewed by certain users.

Ste