Attachments added in Jira are not visible in the customer portal

We're currently setting up and testing Service Desk and have noticed some unexpected behaviour with regards to file attachments.

If an issue is created using the customer portal, and a file is attached, this file is visible on both the portal as well as within Jira.

However, if a file is attached to the issue in Jira, this file is not available on the issue in the portal.

Are there any permissions that control how attachments are viewed for the portal? I had assumed that, as the portal user could add attachments, they would also be able to view them if added in Jira.

10 answers

1 accepted

*Edit 2* Looks like the "no permission" problem has been fixed in Service Desk v2. Any attachments added to the call by our service desk agents (assuming they're embedded as below) can be viewed successfully in the Portal.

---------------------------

*Edit* Hmm looks like this may not work as well as I hoped. Tested this again with a "real" Portal user but they're receiving a notification that they cannot view the attachment.

Any attachments they upload via the Portal can be opened sucessfully by the same user in the Portal, but files uploaded via Jira cannot be opened from the Portal.

---------------------------

Possible solution found!

When attaching a file from within Jira you can force this to be shown in the Portal by embedding the file into a comment.

You can do this by entering the following into the comment:

[^filename.txt]

2 votes
Joe Wai Tye Atlassian Team Jun 22, 2014

Hey guys, I did some digging, and found this request here - JSD-43. Seems like it's not solved yet though, for now, I would recommend that you do the following on the feature request ticket :

  • Vote, so that it will receive more attention
  • Watch it, so that you will receive any and all updates
  • Comment, and give your opinion on the matter

Please note that the implementation of new features and improvement requests falls under Atlassian's Implementation of New Features Policy.

This is still not fixed as of today.  Customers can't see attachments.  This is a critical issue that needs to be addressed ASAP.  Is there any reason why customers can't see attachments they uploaded themselves?

This doesn't sound like much of a solution! It doesn't make sense as to why attachments aren't visible via the portal - has this been raised with Atlassian?

This doesn't sound like much of a solution! It doesn't make sense as to why attachments aren't visible via the portal - has this been raised with Atlassian?

You have to enable wiki style rendering in comments field in relavant field configuration and embed attachment to the comment.

e.g

!test.jpg!

or

[^test.xlsx]

Hi 

I have addedmy comment in JSD-43 but solution offered does not help when we have to uplaod User Guides of more then 10 pages with screen shots in it . 

Would appreciate if we can get this fixed . 

Thanks Shelly 

0 vote
Jason Worley Atlassian Team Jan 27, 2015

Take a look at this feature request: https://jira.atlassian.com/browse/JSD-610 

Hope this helps! 

Still no fix for this crucial service desk function. Markup is a workaround, not a solution. Is this that difficult a problem to address where after two major revisions of the Service Desk product you cannot figure out how to solve it?

I would argue that attaching a screen shot to the customer request is a primary functionality of a service desk system.  All other systems I have worked with, such as Zendesk etc..., allow for this very easily.  Its interesting that this had to come up as a request to begin with.  

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

775 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you