can i fix the error message with isufficient permissions for customers?

Question

Hello, we have an Servicedesk for internal Customers, where they can create maintenance Issues, and Visitor registration with Forms. This should then automatically sent to an Email, where the Customer-Service receives the forms via link, and can download the forms as PDF. When i as an Administrator download the form, there is nothing wrong, but when the customer-service will download the form, then he becomes an:

{"errorMessages":["Sie sind nicht berechtigt, Anhang mit ID 12425 anzuzeigen."],"errors":{}}

this will say, that the customer service dont have the permission to download /view the form as an PDF.

any Ideas, how i can fix this?

Kris Dewachter · Answer

Hi @Kucharczyk, Adrian ,

ok, I think I misunderstood  ....

So it's a portal customer that is not able to download the attachment from the email.

How did you add the link to the attachment to the email? Did you use a smart value? Is this done via the customer announcements or did you create a automation rule to send that email ?

If so, can you share the code you used to to construct the link to the document?

The smartvalue should look something like this:  {{issue.attachments.content}}

Can you also check if the customer is able to login to the portal, navigate to the ticket, open the ticket detail and open the attachment there ?

Best regards,

Kris

Kucharczyk, Adrian · Answer

Hey Kris,

The customer user don't have access to the backend, but he has an atlassian-account. The link will log him into atlassian, but then comes the message "403, forbidden!" the customer service from atlassian had sayed, that i must into the customer notifications into the Project enable the secure link download attachment, but this braught no changes.

Kris Dewachter · Answer

Hi @Kucharczyk, Adrian ,

* Does the customer service user have access to the issue itself via the backoffice ?

If so, can he/she open the attachment there ?

* Is the customer service user logged-in into Jira when clicking the attachment link ?

Best regards,

Kris