Can users in Organisations added to JSD tickets access file attchments?

I need to add Participants and Organisations to my JSD tickets, and need these included people to be able to access any file attachments associated with those tickets. 

IT appears that these added people cannot access file attachments? Am I doing it wrong?

I would think that once added, a user should be able to access all comments, attachments etc associated with a ticket.

1 answer

0 vote

Hi Richard,

I believe you're running into the Suggestion found at JSDSERVER-43:

Attachment can be visible within Customer Portal only if it was attached during ticket creation, comment / add attachment functionality by a client, or attached and then added to comment via a wiki markup link by an agent.

Here is the suggested workaround:

When adding comments to an issue that will be viewed through a Customer Portal, ensure they're added as part of the comment as per, for example:


Hopefully this helps.



Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,225 views 2 14
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