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Attachment not showing in user portal

Maria Savignano May 9, 2024

I have created an automation in Jira Service Management that, upon transitioning the ticket to a specific status, clones the ticket into another Jira Service Manager project. When an attachment is added during the transition screen, the attachment is copied to the cloned ticket (it is made via option "Reply to customer"). However, when the user searches for the cloned ticket in the portal, the attachment does not appear, although it is visible when viewing the ticket in Jira. Why does this happen? Do you know how to correct this behavior? Thank you in advance

TransitionScree.png

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