In one of our Service Desk projects when you comment on an issue there is an Attachments button on the toolbar of the comment box. You can click it and choose to attach a file to send to the customer.
In that same issue if I click a workflow transition button the comment box on the screen that comes up does not have the attachment button in the toolbar.
In a different project that button is there when I use the exact same screen. I've checked all the permissions I know and I can't yet find the difference or why this button wouldn't show up in one project but it would in the other.
The primary difference between the two projects is that the one the button appears on the toolbar of the screen, is one that was created as a Business project type with the Project Management template but was changed to a Service Desk project later. I have compared screens and field configurations and they all seem to match though and can't find a setting that governs the comment box.
They do, I'm testing this as a jira-administrator with project lead and project administrator roles. I can attach files just fine.
I've done a little more testing and confirmed that when I setup a project with the Business type -> Project Management template that button will appear on that screen.
If I setup the project as Service desk type -> IT Service Desk template the button will not appear on that screen but it will appear on the comment box for the issue like in the original screen shot.
I've also made sure the comment permissions and attachments permissions are identical between the two projects.
It is, both projects have the attachment field in the Edit Issue Screen. I've also made sure they were using the same Field Configuration scheme. The Project Management project was using the System Default Field Configuration so I changed the Service Desk project to match that and reindexed as a precaution, the button still doesn't appear in the comment box toolbar. Both the original field configuration and the System default both use the Wiki Style Renderer for the comment box.
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