Missing attachment field in the transition screen

HB Tam

Hi there,

I use the same transition screen and add attachment field on the screen.

I can see the attachment field (15.jpg) when i work as service deck, but i cannot see the attachment field when I use the portal (25.jpg), even they're the same screen in the workflow.

Any idea?  Many thanks in advance.

Regards

 

Evgenii

Hi, @HB Tam 

Welcome to Atlassian Community. 

Jira Service Management (JSM) customer portal operates differently from the internal Jira interface.

While customers can add attachments directly in the portal UI when creating or commenting on requests, transition screens in the customer portal are limited in functionality. Regardless of the fields configured in the workflow transition screen (such as custom fields or attachments), the portal only displays a fixed "Comment" field during transitions.

This is a known limitation in Jira Service Management Cloud. Currently, administrators cannot customize the transition screen that customers see, nor can they add additional fields like attachments or required inputs at transition time.

For visibility and updates, you can follow the corresponding feature request:
JSDCLOUD-6677 – Allow customization of transition screens in the Customer Portal