Can't download Attachment from mail

[Mathis CHAUMETTE]

Hello,

On some of our issues, we have a form below the issue, that we fill in like this :

Once you've filled in the form and clicked send, an automation is activated, the form is automatically converted into a PDF attachment, and an email is sent with a link to download the PDF.

For agents, they can download the attachment with the link of the mail, but for internal customers (without a licence), they have this error in the browser :

Is there a solution to this problem?

[Kris Dewachter · Accepted solution]

Hi @Mathis CHAUMETTE ,

Welcome to the Community.

Can you check the following:

• Does the customer have access to the portal?
• Does the customer have access to the ticket in the portal?
• What are the attachment access settings ? See https://support.atlassian.com/jira-service-management-cloud/docs/set-up-how-your-customers-access-attachments/

Best regards,

Kris

[Mathis CHAUMETTE]

Hi Kris,

Yes, the customer have access to the portal and he have acces to the ticket in the portal.

For the attachment access settings, we have select "Download the attachments via a secure link (without logging in)

Thanks for your answer,

Mathis 

[Kris Dewachter]

Hi @Mathis CHAUMETTE ,

Upon closer inspection, I see in your screenshot the form is marked as "Internal". Can you also check if the attached PDF is also marked as internal ?

If so, it's correct that customer are not able to access it.

Best regards,

Kris

[Mathis CHAUMETTE]

Hi @Kris Dewachter ,

I switch the configuration, now the form is "External", but even with that, the customers have the same error.

For information, I followed this procedure : https://confluence.atlassian.com/jirakb/jira-automation-403-forbidden-when-opening-email-attachments-sent-to-customers-1206791694.html 

Thanks, 

Mathis

[Mathis CHAUMETTE]

It's resolved, in the automation, you must remember to make the comment visible to the public to give the rights to download the file!

Mathis