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Cant see attachments in service desk

IT-Support COI

Hello,

at first sorry if my issue is already asked, I searched but couldn't find anything.

So, I created a service Desk for customers. When I attach a file it only shows me this:

What can I do?

I checkt the logs, theres nothing. I also checked the attachment folder. Files are stored there incl. thumbnail.

We also use Jira Software, the attachments there are working fine.

my best regards from germany

Pascal

Accepted answers

Angélica Luz

Hi Pascal,

This issue is related to the renderer of the field.
To fix this, please go to the Project settings > Fields > Click on the icon on the right side to edit > Search for the field "Comment" > Renderer and set the renderer to "Wiki Style Renderer".

Hope this helps!

Regards,
Angélica

All comments

Angélica Luz

Hi Pascal,

Hope this helps!

Regards,
Angélica

IT-Support COI

You ma'am are awesome!

Thnak you very much, that was the answer!

Greatings
Pascal

Guillaume Richer

Thanks that fixed the problem

Lloyd Braun

You the boss! Thanks!

Jimmy Chiou

Hi @Angélica Luz ,

I have this turned on but still can't see attachments from the portal end. Was wondering if you could help with this?

Jimmy

Angélica Luz

Hi Jimmy,

I saw that you created another question related to this issue and I saw the screenshot.

I’ll add a response on the other thread because the issue is different.

Regards,
Angélica

Brf Tattby

related problems here. While as a customer mailing to service desk with an attachment.
No problem

As a assignee answering with an attachment. the attachment is saved in the issue, but
no attchment is sent to customer by mail.

IF (and only if) the customer has a JIRA software account they can get the attachment inside the customer portal and that is fine.)

BUT

they don´t get an attachment by the assignee answering to their request. Sad.

Dominik Grzeskowiak

I have the same problem

Dennis Verdaasdonk

i have the same issue, customers are complaining they dont see attchements

Hostvisors

So nothing is the fix for this then?

Michele Scalzolaro

The same issue also for me, it's frustrating!

Timo Ketola

I got a tip some time ago to change Internet Explorer MIME Sniffing Security Hole Workaround Policy setting and it helped at least in my case. I changed the value to Work around Internet Explorer security hole.

And also check that you have wiki style rendering for comments.

Michele Scalzolaro

Thank you @Timo Ketola but my customers don't use Internet Explorer.

The request types is only "emailed request" and the field that the agent use to attach files is "Description" and I also see "Wiki Style Renderer"

April Villone

I have the same issue. If they don't have a customer account they can't see the attachments. I don't want to force all customers to create an account.