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[Copy PDF, EXCEL attachments] How can i copy PDF or Excel attachments JSM portal from s/w project.

Rajesh Konda March 12, 2024

Hi All, 

We are copying attachments between the software and JSM projects.

The attachments are copying successfully between the projects. Agents are able to view the attachments from agent view(with in ticket) but  when customer try to access same attachment from portal nothing is shown.

The customers able to access all comments and screenshot of tickets but they are unable to access the PDF's & Excel sheets in portal. can any one help in fixing this issue. Thank in advance.


Attachment Automation.png


Customer ticket: Getting an text as media line.



 Agent View:


Screenshot 2024-03-12 173216.png

1 answer

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GNarsimhagowda - Empyra
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March 14, 2024

HI @Rajesh Konda  ,


Try Adding the Action : Edit issue fields , First then,

Second Action Comment this will show the attachment in the customer portal and customer will be able to download the file.

For reference i have attached the screenshot of the automation



Rajesh Konda April 17, 2024

Hi @GNarsimhagowda - Empyra  Thanks for the response, no it is not working. There is an open ticket Tried alternate solution but that to not working.

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