Add attachments in transition screen that show to customer in JSM

Question

Hi all!

I have a popup screen for JSM agents where I need the agent to add testing doc for the approver to see. The approver is NOT an agent, just an end user/customer.

I added the attachment field, thanks to this post; but I can't seem to make the attachment appear to the customer (approver) on the portal. What am I missing??

Jehan Bhathena · Accepted Answer

Hello @zendeskbyheather ,

Currently the attachments cannot be shown to the customers directly, they need to be made visible via the "Reply to Customer" comment. I tried it at my end as well and had to embed the Attachment reference into my comment after uploading the attachment to make it visible.

Screen configuration at my end:

Reference : https://community.atlassian.com/t5/Jira-Service-Management/Attachments-visible-in-the-customer-portal/qaq-p/2218980#M123247

Evgenii · Accepted Answer

Hi, @zendeskbyheather

I want to add alternative variant, to those, that offered @Jehan Bhathena

As a workaround, you can use automation rule, which will add comments with list of attachments. This comments must be made visible for customers.

In comment must be text like:

Here is the list of attachments in {{triggerIssue.key}}

{{#triggerIssue.attachment}}
* {{filename}}: {{content}}
{{/}}