Why do customers sometimes have to log into Atlassian to download attachments in Service Desk

Question

When we attach something in Service Desk, sometimes the customer receives it as an attachment, but sometimes they have to log into Atlassian which confuses them (we don't use the portal) - so then we have to send the attachment via Outlook.

Thanks, Trish.

Mattice Dossche · Answer

Hi,

I have exactly the same problem. Your request dates back to 2018, but is there a solution meanwhile? Is this due to a certain setting or something?

Keri · Answer

Hey Trish!

Jira Service Desk doesn’t email attachments automatically. The customers should have to log into the portal to view them.

There are a couple of open feature requests for this:

* Attachments from service desk team to customer
* Service desk email to include attachments

These feature requests are for the Cloud based version, but we have corresponding requests for Server too. Please take a moment to vote for the issues, to show your support. If you’re interested in finding out more about feature requests - check out our New Features Policy

Your case sounds a little unusual, can you check out the following:

* Are customers receiving the full attachment or just a thumbnail of an image?
* Do these customers have a Jira license, and are participants in the ticket instead of the reporter?
* Do you have any third-party add-ons installed that modify the notifications?

Cheers,

Keri