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Customer can't open attachement


We are using Jira ITSM for a few month now.

The issue is that our customer can't open any attachement when we send them by Email. It seems that the only solution if for them to have an account in the portal. Which is not user-friendly at all.

I have researched and the only solution is to use an addons but it cost us 50$ each month just for attachements.... 


Does someone have a better solution please ?


Thank you !



3 answers

0 votes
Danyal Iqbal Community Leader May 28, 2021

No, there are no practical workarounds for this.  You could use scriptrunner to send the attachment in the mail but that is also not free.

Hi, Thank you 

Maybe it is cheaper, do you have any document about scriptrunner ?


Hey Arthur,


Our app, Notification Assistant for Jira supports attaching files directly to emails and should cost you $10 a month.


We are currently using it but it cost us 50$ a month.

We are using your addons for jira ITSM a project with 3 agents. But as we are also using Jira software it count every user.

Do you have any workarounds ?

Hi Arthur,

Ah gotcha. Well yeah that is how Atlassian licensing works. You're flagged as being on a free account in the Community which is why I expected you would be charged $10. 

The best thing I can suggest is to consider using our app in other ways so you get more value out of it.


0 votes
Daniel Ebers Community Leader Jun 04, 2021

Hi @Arthur Guyard

improvements on this matter seem to be on its way, according to:
(Allow Attachments to be included as an actual Email Attachment).

This looks to be exactly what you are looking for. I would encourage you to bookmark the URL pasted above and to vote & watch for the suggestion over there.


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