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