Cant see attachments in service desk

IT-Support COI August 15, 2018

Hello,

at first sorry if my issue is already asked, I searched but couldn't find anything.

So, I created a service Desk for customers. When I attach a file it only shows me this:grafik.png

What can I do?

 

I checkt the logs, theres nothing. I also checked the attachment folder. Files are stored there incl. thumbnail.

 

We also use Jira Software, the attachments there are working fine.

 

my best regards from germany

Pascal

4 answers

1 accepted

9 votes
Answer accepted
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 15, 2018

Hi Pascal,

This issue is related to the renderer of the field.
To fix this, please go to the Project settings > Fields > Click on the icon on the right side to edit > Search for the field "Comment" > Renderer and set the renderer to "Wiki Style Renderer".

Hope this helps!

Regards,
Angélica

IT-Support COI August 16, 2018

You ma'am are awesome!

Thnak you very much, that was the answer!

Greatings
Pascal

Like Angélica Luz likes this
Guillaume Richer May 22, 2019

Thanks that fixed the problem

Like Angélica Luz likes this
Lloyd Braun June 20, 2019

You the boss! Thanks!

Like Angélica Luz likes this
benvindo.marial January 16, 2020

Thank you this helps 

Like Angélica Luz likes this
ianwhitecavage July 14, 2020

Thank you this worked

Like # people like this
1 vote
Brf Tattby May 13, 2020

related problems here. While as a customer mailing to service desk with an attachment.
No problem

As a assignee answering with an attachment. the attachment is saved in the issue, but
no attchment is sent to customer by mail.

IF (and only if)  the customer has a JIRA software account they can get the attachment inside the customer portal and that is fine.)

BUT

they don´t get an attachment by the assignee answering to their request. Sad.

Dominik Grzeskowiak July 29, 2020

I have the same problem :(

Dennis Verdaasdonk August 19, 2020

i have the same issue, customers are complaining they dont see attchements

April Villone December 17, 2020

I have the same issue.  If they don't have a customer account they can't see the attachments.  I don't want to force all customers to create an account.

1 vote
Jimmy Chiou September 23, 2019

Hi @Angélica Luz ,

 

I have this turned on but still can't see attachments from the portal end.  Was wondering if you could help with this?

 

Jimmy

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 25, 2019

Hi Jimmy,

I saw that you created another question related to this issue and I saw the screenshot.

I’ll add a response on the other thread because the issue is different.

Regards,
Angélica

Like Dario B likes this
Maria Christensson May 10, 2022

Can you please send a link to that thread, where you gave the answer to the attachment issue? Thank you beforehand!
Regards,
Maria

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 19, 2022

Hi @Maria Christensson,

Welcome to the Community!

The other thread is this one:

Hope this helps!

Regards,
Angélica

0 votes
RentalHost October 1, 2020

So nothing is the fix for this then?

Michele Scalzolaro November 20, 2020

The same issue also for me, it's frustrating!

Timo Ketola November 20, 2020

I got a tip some time ago to change Internet Explorer MIME Sniffing Security Hole Workaround Policy setting and it helped at least in my case. I changed the value to Work around Internet Explorer security hole.

And also check that you have wiki style rendering for comments.

Michele Scalzolaro November 20, 2020

Thank you @Timo Ketola but my customers don't use Internet Explorer.

The request types is only "emailed request" and the field that the agent use to attach files is "Description" and I also see "Wiki Style Renderer"

Timo Ketola November 20, 2020

We are not using IE either. This setting is still needed to solve the issue.

Michele Scalzolaro November 23, 2020

Sorry, I tried but it's only for server. I use jira service desk for cloud.

Any ideas?

Andreas Lärkfeldt March 10, 2021

+1

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