[Copy PDF, EXCEL attachments] How can i copy PDF or Excel attachments JSM portal from s/w project.

Question

Hi All,

We are copying attachments between the software and JSM projects.

The attachments are copying successfully between the projects. Agents are able to view the attachments from agent view(with in ticket) but  when customer try to access same attachment from portal nothing is shown.

The customers able to access all comments and screenshot of tickets but they are unable to access the PDF's & Excel sheets in portal. can any one help in fixing this issue. Thank in advance.

Automation:

Customer ticket: Getting an text as media line.

Agent View:

Rajesh Konda · Answer

Hi @GNarsimhagowda - Empyra  Thanks for the response, no it is not working. There is an open ticket https://jira.atlassian.com/browse/JSDCLOUD-12336. Tried alternate solution but that to not working.

GNarsimhagowda - Empyra · Answer

HI @Rajesh Konda  ,

Try Adding the Action : Edit issue fields , First then,

Second Action Comment this will show the attachment in the customer portal and customer will be able to download the file.

For reference i have attached the screenshot of the automation

Thanks.