Hope someone can help.
We have started to use JSD but not via the portal, customers send in requests via email. When i put an attachment on a ticket and the customer gets the email notification back with the attachment, the link for the attachment seems to indicate they need access to the portal which currently they dont have. So they cant actually view/download the attachment.
Any ideas, thanks.
JSD email notifications to customers that contain attachments require the customer to click a link and login to view the attachment, currently there is no built in way to attach the issue attachment to the email itself. A suggestion is already open with Atlassian to implement this: JSDSERVER-3371
Currently the only way to attach the file to the actual email is via a third-party mail handler plugin such as JEMH (I work for the vendor) which is capable of gathering all the relevant issue attachments and attaching them directly to email notifications.
JEMH is a replacement for the built in Jira Service Desk notifications, simply installing JEMH will not be enough to get attachments attaching directly to emails. You will need to configure JEMH so that all of your JSD notifications are sent via JEMH.
A quick start guide for JEMH can be found here: JEMH Quickstart Guide
Support for the product is available via: firstname.lastname@example.org
Apart from the other replies, you can also use Mail Attachments for JIRA Service Desk that has been released exclusively to address this problem:
Really? Then I am unsure it fits my needs anyway. On the atlassian marketplace it says: "All attachments are included as an actual e-mail attachment within the e-mail notification so that the attachment can be downloaded directly from the e-mail without having to login to the instance."
But should it be understood in the way that there is a link that allows you to download it, but you will have to press the link to do so? It is not just "in" the e-mail just as if I sent a mail to you with an attachment in?
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