The version is cloud. In the past, there is no field "attachment" in my JSM ticket. I already added it into request form but from previous request type ticket I can not find it. BTW, I want it to be shown even it is empty fields (do not hide). Does anyone can teach me how to do? Thank you in advance for your help.

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In JSM cloud, how to add field "attachment" into previous request type ticket

Benjamin Zhou

The version is cloud.

In the past, there is no field "attachment" in my JSM ticket.

Screenshot 2026-08-26 131516.png

I already added it into request form but from previous request type ticket I can not find it.

Screenshot 2026-08-26 132246.png

BTW, I want it to be shown even it is empty fields (do not hide).

Does anyone can teach me how to do?

Thank you in advance for your help.

Accepted answers

Gabriela - LeanZero

Hi @Benjamin Zhou. JSM does not give the work item an Attachment field the way Jira Software does, so on an empty ticket there is nothing to show or hide. Not your config. The gap is JSDCLOUD-8576, still Gathering Interest on 148 votes since 2019. Atlassian's JSM instruction is to drag the file onto the work item or use Attachments in the comment bar, and you remove it by deleting that comment.

So there is no show-when-empty setting for it. The Cloud lever is the Hidden when empty section on the request type's Work item view tab, and Attachment is not among the fields you can drag out of it. I opened the layout editor on a Cloud project of ours where attachment is provably on the view screen, and it is offered in none of the three sections. The toggle you may have seen described is a Data Center feature, written by Atlassian's Jira Data Center team, tagged jira-data-center, and scoped to custom fields.

The request form is a separate story, and that one is set per request type. Check the older type too. I measured that this morning on a service project of ours: six of the eight request types expose the attachment field and two do not, and two of those sit on the same work type and still differ, so it is not the screen deciding it. Every Atlassian sentence I could find on this keys on whether a field holds a value, not on when the ticket was raised.

Where my checking is thin: the layout editor I opened was a Jira project and not a JSM one, which matters here precisely because the two differ on attachments, and a team-managed service space words all of this differently, Content fields and a Hide fields below line.

Sanam Malleswari

Hi @Benjamin Zhou

I added Attachment to the request form correctly. The problem is that I expected Attachment to behave like a normal field in the JSM work item layout. In JSM Cloud, native attachments are handled separately, so an empty Attachment field cannot be configured to always display.
It will appear for old/new requests also when any customer will add files in the comment. those will appear in the work item view layout as a normal field. Once the files were deleted again the attachment field will disappear

Screenshot 2026-08-25 234509.png Screenshot 2026-08-25 234427.png

All comments

Varun Chillamcharla

Hi Benjamin,

This is a known behavior, adding a field to the request form only affects new tickets created after that change, existing tickets created before the field was added won't automatically show it, even if empty.

To fix it for existing tickets:

1. Go to Project Settings > Issue Layout (or Fields, depending on your setup) for that request type

2. Under Context fields (or Details), manually add "Attachment" there too, not just the customer-facing request form

3. Make sure it's not set to hide-when-empty, most system fields including Attachment have a "Show even if empty" toggle in the layout config, sometimes labeled a bit differently

If it's already added there and still isn't showing on older tickets, try a hard refresh, layout changes sometimes take a moment or a cache clear to reflect on existing issues.

Gabriela - LeanZero

Sanam Malleswari

Benjamin Zhou

@Varun Chillamcharla Thank you so much for your support. I do appreciate your help.

Benjamin Zhou

@Gabriela - LeanZero Thank you so much for your support. I do appreciate your help.

Benjamin Zhou

@Sanam Malleswari Thank you so much for your support. It is very useful for me. I do appreciate your help.

David Berclaz (Apwide)

David Berclaz (Apwide)

Hi @Benjamin Zhou_qveh10,

The last comment is important: adding a field to a request type does not necessarily mean it will appear the way you expect on previously created requests, especially when the field is empty.

This is also one of the limitations of Jira's native Attachment field in JSM: it does not behave exactly like a regular custom field in the work item view, which makes this use case difficult to achieve with the standard configuration.

Another option could be to use a dedicated file custom field. With File Field, files are stored in regular Jira custom fields, so you can configure them in the work item layout and use them for existing as well as new work items, subject to the usual Jira field context and layout configuration.

This can be useful when you want a clearly identified file field, such as "Contract", "Approval document" or "Supporting evidence", instead of the generic Attachment section.

Full disclosure: I'm the Product Owner of File Field.

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