Hi all, We’re encountering an issue in Jira Service Management where email notifications sent from the system do not include attachments, even though attachments are correctly added to the ticket itself. Here’s what we’ve checked so far: * The email settings are correctly configured to allow attachments. * The user permissions and project permissions * The attachments are NOT visible in the issue. Despite this, when an email is triggered (e.g. issue creation or comment update), no attachments are included in the outgoing email. Has anyone experienced something similar, or is there an additional setting or workaround we might be missing? Thanks in advance for your help! Best regards, Leon

I've created a support@company.atlassian and emailed. It created an issue, but still without any attachment: Issue description: This is a test!Logo_vertical.e0fbf757[1] (1).png|thumbnail! That image was an inline image from Gmail, and i've added two attachments (a png and a pdf), but like said, they don't show up...

I assumed so, but my Dutch is not so good. 😁 Since you've mentioned using Office365, my usual way to narrow down the problem would be to add an Atlassian email to verify whether it works there. This would probably rule out the possibility that it is due to the project configuration itself.

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How to auto-add attachments to workitems when receiving email in JSM

Leon Kunst_3co2es

Hi all,

We’re encountering an issue in Jira Service Management where email notifications sent from the system do not include attachments, even though attachments are correctly added to the ticket itself.

Here’s what we’ve checked so far:

The email settings are correctly configured to allow attachments.
The user permissions and project permissions
The attachments are NOT visible in the issue.

Despite this, when an email is triggered (e.g. issue creation or comment update), no attachments are included in the outgoing email.

Has anyone experienced something similar, or is there an additional setting or workaround we might be missing?

Thanks in advance for your help!

Best regards,
Leon

Accepted answers

All comments

Rilwan Ahmed

Hi @Leon Kunst ,

If you are looking for adding attachments in the email sent from Jira, then this is not available.

Including attachments directly in Jira's standard outgoing notification emails is not a built-in feature for security and performance reasons.

Thorsten Letschert _Decadis AG_

Hey @Leon Kunst,

What's the actual use case here, e.g., who (agent or customer) should receive what?

Based on your screenshots, I assume you're referring to agent (or internal) notifications. As far as I know, those can not be customized (or directly include attachments) - see https://jira.atlassian.com/browse/JSDCLOUD-5425 as a reference.

Regards,
Thorsten

Leon Kunst_3co2es

Thanks, i saw indeed. Jira is adding a weird line of data:

[^dummy_1 (96aea919-ce2c-4e3d-b5d8-17a9fb2703e0).pdf] !xxxxxxxxxxx.e0fbf757[1] (1) (058f3a5a-6a70-47f1-8b45-bcc0e5d614c9).png|width=288,height=110,alt="Web_Creators_logo_vertical.e0fbf757[1] (1).png"!

But when viewing in the portal it's fine, but this is not nice to sent to the customer...

----

And creating attachments from incoming email to the service desk? Like emailing to support@company.com ? I can't get it done that the system adds it to the issue...

Leon Kunst_3co2es

Use case is:

A (new e.g.) client is emailing to support@company.com

An issue is created (works fine), but attachments from the email are not transferred as attachments in the issue.

Thorsten Letschert _Decadis AG_

Hey @Leon Kunst,

You might want to check the "Create attachments" permission in your "Project permissions" and look for "Service Project Customer - Portal Access" being present there.

Additionally, looking into the email processing logs might help - see https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/.

Regards,
Thorsten

Leon Kunst_3co2es

That one is also allowed (see screenshot, but it's in dutch, but it's there)...

Marc -Devoteam-

Hi @Leon Kunst

Are you using the default provided email address from Atlassian or have you connected another email address?

If the email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB, see resolve-email-channel-problems-in-jira-service-management-cloud

Leon Kunst_3co2es

Yeah, its office365, but even small attached png files aren't visible in Jira SM.

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