Attachments not showing, Only embedded images in tickets and comments

[Michael.Henthorne]

Our primary source of tickets is from an email feed from another group. They regularly send us screenshots as part of the escalations and these are seen in a specific field in the ticket created in Jira.

This week the Jira Cloud instance was recently upgraded and since the upgrade we have been unable to get the attachments field to show in our tickets. When an email feeds in to create a ticket, if there is an attachment it will populate in a comment (expected behavior), but there is no longer an attachment field in the ticket that comes up to manage these. If the image is embedded in the email it comes in as part of the body of the ticket and then a comment, but again nothing in the attachment field we used to use.

I reverted to the old view of a ticket that had an attachment and the attachment field is populating as normal, but when I switch back, that field does not populate in the ticket. Looking for some information as to whether there is a hidden option I am missing in configuration that needs to be modified with the update.

[Dario B · Accepted solution]

Hi @Michael.Henthorne ,

Welcome to the Atlassian Community!

The attachments section is indeed missing in the new issue view for Jira Service Desk and we have the below feature request open in our system to ask have this functionality added:

• [JRACLOUD-73397] Show attachments section in Jira Service Desk issues

You may want to vote and watch the above feature request so that you will get notified in case of any update. The  feature will be addressed according to the Implementation of New Features Policy.

In the meanwhile, as a workaround, you can disable the new issue view by either:

• Going to your personal settings in Jira: https://NAME.atlassian.net/secure/ViewPersonalSettings.jspa and disable the new UI at all:
  
• Add ?oldIssueView=true to the url when opening an issue for which you would like to see the attachments section. For example: https://NAME.atlassian.net/browse/ABC-123?oldIssueView=true

I hope this helps.

Cheers,
Dario