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Cant see attachments in service desk


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


4 answers

1 accepted

8 votes
Answer accepted

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!


You ma'am are awesome!

Thnak you very much, that was the answer!


Like Angélica Luz likes this

Thanks that fixed the problem

Like Angélica Luz likes this

You the boss! Thanks!

Like Angélica Luz likes this

Thank you this helps 

Like Angélica Luz likes this

Thank you this worked

Like # people like this

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.)


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

I have the same problem :(

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

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.

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?



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.


Like Dario B likes this

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

Hi @Maria Christensson,

Welcome to the Community!

The other thread is this one:

Hope this helps!


So nothing is the fix for this then?

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

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.

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"

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

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

Any ideas?

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