attach button

Question

At the moment that I am going to close a ticket and I give him a resolution, he opens a box to fill in the information of what was done but I would like to attach evidence, is it possible to add that button?

If you can, how would the step by step be?

Angélica Luz · Answer

Hello @Juan Carlos Cardenas Padilla,

Thank you for reaching out to the Atlassian Community!

When resolving an issue, currently, the only way to add an attachment is by embedding it using markup.

!image.jpg|thumbnail!

The attachments must be added first to the ticket and then, use the option above to embed it on the comment.

With this said, before resolving the ticket you need to add the desired attachment as an internal comment and then click to resolve the issue and on the comment, you need to use what I mentioned above so the customer will be able to see the attachment in the customer portal.

It's possible to add the field to the screen as @Pramodh M mentioned, but the attachment won't be visible to the customer nor on the agent view. It was reported as a bug a while ago, but it was closed since it’s expected:

Customer does not receive attachments added on the resolve issue screen

There was a feature request suggesting to add this ability to the resolve screen, but it was closed as "Won't fix".

Allow to "Browse" and add a new attachment in comment field in "Resolve Issue Screen"

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

Pramodh M · Answer

Hi @Juan Carlos Cardenas Padilla

Please check whether you have the add attachment permission, then attachment field on the screen.

Juan Carlos Cardenas Padilla · Answer

hello

I am doing that configuration but it does not show me the field to be able to attach files when the case is resolved.

You don't have a detailed step-by-step.

Thanks