Can't download Attachment from mail

Mathis CHAUMETTE April 2, 2024

Hello,


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

form2.PNG

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.

form4.PNG

 

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 :

form3.PNG

 

Is there a solution to this problem?

 

 

 

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Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 2, 2024

Hi @Mathis CHAUMETTE ,

Welcome to the Community.

 

Can you check the following:

Best regards,

Kris

Mathis CHAUMETTE April 3, 2024

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

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 April 5, 2024

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 April 5, 2024

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

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