I am evaluating JIRA Service Desk. If an agent adds an attachment to an issue, can a customer view and open the attachment via the customer portal? I tried to do this but can't seem to see the attachment in the portal request/issue? Thanks
Debbie, I think I might know the answer to this one! If your agent does More > Attachments, the file will be attached, but is not easily accessible to the customer. In a comment you have to use the Wiki markup to link to the attached file (I think it's something like [^filename.docx]).
I found an easier way. Have your agent open the ticket in the Customer Portal (link "View customer request" is in Service Desk in the right-hand column). Then click Add attachment. The file shows up right-away in the Portal as a link to download.
I believe either way the customer has to go to the portal to download the file. I don't believe it actually attaches the file to any notification emails.
Hope that helps!
Neither of these options work for me. I'm in the process of convincing our clients to begin using the portal, but with this limitation, I don't see how they would be eager to begin using this. Our team relies heavily on reproduction steps and attachments, and without an easy way to view attachments within the portal, it renders the portal virtually useless to our clients. Any advice is appreciated!
Having the same issue.
Users can add files but they can't open it afterwards. They neither can't see the files uploaded by administrators. The following message apears:
[^CF - Upload Sales Order Abril 2019.xlsx] _(32 kB)_
I have checked all the permissions.
This is crazy limitation...
The workaround is explained there:
Basically you need to change the rendering type of the comment field.
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