How can I get attachment posted from Jira Software project to JSM portal (customer-facing)?

Question

Hi Team,

I've been trying to configure an automation that can copy an attachment added to a Jira Software project to it's linked ticket in a JSM project.

So far it's easy to do this and have the attachment show on the backend ticket.  However, the difficult part that I have not been able to succeed in is getting that attachment to show on the customer facing side of the ticket (see screenshot).

Please help.

Thanks and Kind Regards,

Amed

Amed Moreno · Answer

Actually, got it to work but by creating 2 separate automations.  There has to be an automation that copies the attachment to the linked ticket.  And a separate automation that governs copying comments.  If attachment is added via comment, it will show in portal since the attachment is being copied and also being added via commentary.

I needed a separate automation to relay commentary anyways so this works out.  The suggested articles did not get the desired behavior.  The first suggested smart values posted nothing at all and the {{comment.body}} still did not post the attachment and instead added an entire copy of ALL the commentary to the front end portal customer's view.

Thanks for the help anyways @Trudy P Claspill

Trudy P Claspill · Answer

Take a look at this post:

https://community.atlassian.com/forums/Jira-Service-Management/Copy-Attachments-to-JSM-Customer-portal-How-to-copy-attachments/qaq-p/2678347

whith refers to this KB article that discusses how to do this:

https://support.atlassian.com/jira/kb/how-to-sync-comments-and-copy-attachments-between-linked-issues/

Let us know if the recommendations there resolve your dilemma.

Amed Moreno · Answer

Hi Trudy,

Thanks for the help.  Trigger is in screenshot below.
What happens is that the attachment is copied from the Jira software project to the JSM project successfully but only on the backend issue.  In the customer facing side of the ticket (the portal that the customer interacts with) does not get the attachment.

Rule succeeds and looks like everything worked fine without error.  When using just the {{attachment}} in comment, it just adds comment with all the meta data of attachment (2nd screenshot)