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Attachments visible in the customer portal

Rocio Lechuga December 16, 2022

I am testing the product (free-cloud) version. I would like to know if is posible that the customer (unlicensed user) can see the files (attached by the agent) in the portal when they are asked to approve the issue.

Or is there another way that the customers can access the attachments?

Thanks in advance. 

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Joseph Chung Yin
Community Leader
Community Leader
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December 16, 2022

@Rocio Lechuga -

Welcome to the community.  Currently in JSM cloud, when an agent attaching file to the case, he/she can only perform this task via issue commenting using the "paper clip" symbol.

2022-12-16_11-13-27.png

If the file needs to be visible to the customer, then the agent will need to ensure the commenting option of "Reply to customer" are used.  Only then the attachment will be available in the portal UI for the customer.  

NOTE, there is an outstanding enhancement to bring in the Attachment liked button (similar to what one sees in Jira Software Application's issue view UI)  for JSM issues - https://jira.atlassian.com/browse/JSDCLOUD-8576

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Rocio Lechuga December 16, 2022

It´s works. Thanks a lot

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