How to resolve the attachments "failed to load" error in Jira"

Question

Hi,

We are currently utilizing Jira and Jira Service Management Cloud, and have established a connection between the issues in both platforms. For example, when a Jira Software request (JS-1) is linked with a Jira Service Management ticket (JSM-1), adding an attachment to JS-1 automatically triggers the same attachment to be added to JSM-1 through an automation rule. However, starting today, we are encountering a 'failed to load' error. While the attachment successfully appears on JSM-1 after being added to JS-1, we are still receiving the error message. I have attempted to resolve this by testing on multiple PCs, using new browsers, and clearing caches and cookies, but the issue persists. Please assist in resolving this matter.

Thanks in advance.

Tomislav Tobijas · Answer

Hey @Venkat Jira Admin ,

Sorry for the delay - been quite busy for these couple of days but I had in mind to test this out.

I've pretty much replicated your rule where automation is copying attachments from trigger to linked issues.

I've tested this with various attachment types (svg, png, docx, pdf), but it all seems to be working just fine. This is an example from a linked issue where attachments are copied:

Does this issue still appear on your site? Can you maybe share which attachment type(s) you're copying? Does it appear for each one or just specific ones?

Cheers,
Tobi

Venkat Jira Admin · Answer

Hi @Tomislav Tobijas

Thank you for giving the reply.

All users are experiencing this issue.

"automation rule for comment and attachment" is added please check.

Tomislav Tobijas · Answer

Hi @Venkat Jira Admin ,

Can you maybe share details about the automation you're using to copy attachments from one project to another? (screenshots would help)

Also, can you share if all users are experiencing this issue or if only a specific group of users are?

As this might be a 'backend' issue (it might be hard to debug this without product access), if you're on a paid plan, you might consider reaching out to Atlassian Support and granting them access to your instance to help you further.

Cheers,
Tobi