Attach Files and download

Hi!

When I attach a file to an issue, my client can not download it from the service desk.

Can you help me?

4 answers

0 votes
Brittany Wispell Community Champion Jul 19, 2017

Did you share the document file with the customer? What sort of attachment was it? PDF, excel, word..? Any sort of error message? 

It was a PDF File. I attach the document in the issue, but my client does not receive it in service desk. There was no error message. How can i share the document, do i have to do anything special?

0 votes
Jack Brickey Community Champion Jul 19, 2017

i haven't played much with attachments in awhile but just a question....

Do you have attachment field visable for the issue type in the portal?

project>project settings> request types - request type, edit fields

Yes, its visable.

0 votes
Gaston Valente Community Champion Jul 19, 2017

Javier,

The attachment needs to be added in a public comment for the customer to see it.

 

 

 

It is in a public comment...

Gaston Valente Community Champion Jul 19, 2017

ok, the filename has non-standard characters? sometimes i have problems with the ! due to the fact that is used by jira

Gaston Valente Community Champion Jul 19, 2017

which version of jira are you using? can you print the error that appears from the portal?

We are using 6.4.2. There is no error message, and it allows me to attach the file but then my client can not see that attachment on the service desk.

Gaston Valente Community Champion Jul 21, 2017

It's strange Javier, you're doing everything fine, i think you need to contact support.

0 votes
Ann Worley Atlassian Team Jul 21, 2017

After attaching a file in JSD I make it visible to the customer in a comment by using this for a download link:

[^filename]

or this for an embedded thumbnail:

!filename|thumbnail!

 As a heads up, JIRA 6.4.x has passed end of life status and is no longer eligible for standard support other than upgrade assistance. Please see Atlassian Support End of Life Policy.

And how can I download it?, because I only see it as a comment and not as a link

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