Cant see attachments in service desk

[IT-Support COI]

Hello,

at first sorry if my issue is already asked, I searched but couldn't find anything.

So, I created a service Desk for customers. When I attach a file it only shows me this:

What can I do?

I checkt the logs, theres nothing. I also checked the attachment folder. Files are stored there incl. thumbnail.

We also use Jira Software, the attachments there are working fine.

my best regards from germany

Pascal

[Angélica Luz · Accepted solution]

Hi Pascal,

This issue is related to the renderer of the field.
To fix this, please go to the Project settings > Fields > Click on the icon on the right side to edit > Search for the field "Comment" > Renderer and set the renderer to "Wiki Style Renderer".

Hope this helps!

Regards,
Angélica

[IT-Support COI]

You ma'am are awesome!

Thnak you very much, that was the answer!

Greatings
Pascal

[Guillaume Richer]

Thanks that fixed the problem

[Lloyd Braun]

You the boss! Thanks!

[benvindo.marial]

Thank you this helps 

[ianwhitecavage]

Thank you this worked

[Brf Tattby]

related problems here. While as a customer mailing to service desk with an attachment.
No problem

As a assignee answering with an attachment. the attachment is saved in the issue, but
no attchment is sent to customer by mail.

IF (and only if)  the customer has a JIRA software account they can get the attachment inside the customer portal and that is fine.)

BUT

they don´t get an attachment by the assignee answering to their request. Sad.

[Dominik Grzeskowiak]

I have the same problem :(

[Dennis Verdaasdonk]

i have the same issue, customers are complaining they dont see attchements

[April Villone]

I have the same issue.  If they don't have a customer account they can't see the attachments.  I don't want to force all customers to create an account.

[Jimmy Chiou]

Hi @Angélica Luz ,

I have this turned on but still can't see attachments from the portal end.  Was wondering if you could help with this?

Jimmy

[Angélica Luz]

Hi Jimmy,

I saw that you created another question related to this issue and I saw the screenshot.

I’ll add a response on the other thread because the issue is different.

Regards,
Angélica

[Maria Christensson]

Can you please send a link to that thread, where you gave the answer to the attachment issue? Thank you beforehand!
Regards,
Maria

[Angélica Luz]

Hi @Maria Christensson,

Welcome to the Community!

The other thread is this one:

• Customers can't see attachment in service portal 

Hope this helps!

Regards,
Angélica

[Hostvisors]

So nothing is the fix for this then?

[Michele Scalzolaro]

The same issue also for me, it's frustrating!

[Timo Ketola]

I got a tip some time ago to change Internet Explorer MIME Sniffing Security Hole Workaround Policy setting and it helped at least in my case. I changed the value to Work around Internet Explorer security hole.

And also check that you have wiki style rendering for comments.

[Michele Scalzolaro]

Thank you @Timo Ketola but my customers don't use Internet Explorer.

The request types is only "emailed request" and the field that the agent use to attach files is "Description" and I also see "Wiki Style Renderer"

[Timo Ketola]

We are not using IE either. This setting is still needed to solve the issue.

[Michele Scalzolaro]

Sorry, I tried but it's only for server. I use jira service desk for cloud.

Any ideas?

[Andreas Lärkfeldt]

+1