Attachments in outgoing customer emails (accessable without authentication)

Question

Today I received a newsletter from Atlassian (IT Insiders), subject: "Get started with email ticketing"

which promotes:

"Attachments in outgoing customer emails can now be accessed without authentication".

This sounds good - but how to do?

1.) A customer raised a request (via mail, but it should not matter)
2.) For a test (as an agent) I attached a picture to the reply.
3.) as the customer choose HTML mails the picture was included in the response mail - great
here comes a screenshot:

... but: for an attached PDF file it looks the following:

When the customers clicks on "Agenda.pdf" he is directed to the customer portal, needs to login and can view the PDF fine.

All looks to be in conformity with: https://jira.atlassian.com/browse/JSDCLOUD-3371
Isn't it?

So the question remains:
1.) was the newsletter sent out to early-ish?
2.) do I miss a configuration to really include PDF files as a real attachment (pictures are embedded fine!)

So many thanks!

Birgit

Angélica Luz · Answer

Hello @bschmi,

I reached out to the team responsible for the newsletter and they reached out to the Product Managers to check this information and there was a miscommunication about the ship date of the feature.

They will send a correction in the newsletter.

Please, keep an eye on our public roadmap and also watch the feature to receive updates.

https://www.atlassian.com/roadmap/cloud?selectedProduct=jiraService

We apologize for the misunderstanding.

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica

Angélica Luz · Answer

Hello @bschmi,

Thank you for reaching out to Atlassian Community!

Testing on my local site, it happens the same as yours. It’s possible to view images directly from the notification, but for files, if not logged in the portal, it will be redirected to the login page.

The ticket related to that is the one you shared here and I’m checking internally with the team to confirm if, for now, it’s only available for images and in the future, other types of documents.

Since the team is in a different timezone than me, I will probably have an answer tomorrow and once I do, I will share it here.

Kind regards,
Angélica