When a request is received through the email channel, attachments end up as links instead of being attached.
Is this a configuration issue or standard functionality which cannot be changed?
When Jira Service Desk sends an email response it will use a link to the attachment rather than sending the attachment inside the email. This is currently not adjustable, as sending attachments can cause issues with mail delivery if they are too large, and will slow Jira down needing to send larger emails. We had an open Suggestion to add the ability to send attachments in emails:
However there has not been enough votes to get this feature developed so far.
There are some 3rd party plugins out there that can add this type of functionality.
Hope this answers your question!
Hi @Timothy Harris,
It sounds like you might have been asking a slightly different question - not about attaching files to responses sent by Jira Service Desk, but about attaching files to an issue when they're sent by a customer via email.
We were having a similar problem. Attachments emailed to us by customers appeared as just a file name in the comment, with no link to download them. I happened across this article with a suggestion to add an Attachment field to the "New request via email" request type:
This seems to have solved the problem for us, and now a working link to the attachment appears at the bottom of the comment. Just wanted to share in case it's helpful for you too.
Most of our clients are reaching out to us through email only. Our staff is using the JIRA service desk to manage these issues, and we were hoping to also use it for sending out invoices and support documentation., nothing large, usually 1-5 page pdf's
So, we are not going to be able to send out even small attachments to our service items? Users are told they have to log into the JIRA service desk when trying to download one page pdf's.
Apart from the other replies, you can also use Mail Attachments for JIRA Service Desk that has been released exclusively to address this problem:
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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!
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