Adding attachments to the tickets

[Natálie]

Hello,

is there any other way how to attach file to the ticket expect using the comments? We´re trying to connect another system to jira. By creating comment we activate webhook event for comment in which we can´t send attachments to JIRA.

Best regards,

Nataly

[Alex Koxaras _Relational_]

Hi @Natálie 

If you are talking from the customer's side, then no. There isn't another way. Attachments will always go via comments. If you are talking about the agent, yes. You can bypass the comments and simply drag n drop the file to the issue.

Can you please elaborate a bit more about what is it that you want to achieve?

[Natálie]

Hi Alex,

thanks for your answer. The goal is that customer will be able create a ticket on their site (using their ticketing system which is integrated to our Jira service management trough webhooks) and all information filled will be send to us - including the attachments. Which is not working at the moment as we can add attachments only as part of a comment.

Best regards,

Nataly

[erika]

The field attachment seems to be part of the comment field and we would like to have it separated. 

We are trying to integrate snow and our Jira via webhook. When allowing comments to be synced the event comment is not taking the attachments correctly as it behaves as text. We are not sure how to sync attachments. 

[erika]

[Alex Koxaras _Relational_]

First of all you could setup an issue collector, which the customer can upload attachement via any website this collector is embedded. If that doesn't suit your needs because your clients have to use their ticketing system, then perhaps you should take a look at the REST API about adding attachments.

Other than that, @erika unfortunately you can't separate the attachment from the commment. Keep in mind that the customer's sole way of communicating with the agents is via comments. At least that is valid for now.

[erika]

Thanks Alex for your reply. We will check the REST API. Web upload is not effective since we cant to sync the activities with SNOW.