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External users unable to access attached files in JIRA

We use JIRA Service Desk. We are facing a problem whereby external users(our clients) are unable to to access attached files in a JIRA ticket.

Is there a way to overcome this?

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Jack Community Leader Jul 04, 2019 • edited

What type of user are these clients, Customers or Agents? Where are they attempting to access, portal or application? Cloud or server? Do you have any addons and if so please check that they are current.

Customers. Attachments in notification emails 

Jack Community Leader Jul 04, 2019

Ah ok. Attachments must be accessed via the portal. They are not attached to email notifications. Customers would need to click on the link in the email which takes them to the portal where the attachment can be viewed.

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