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Customer can't open attachment in email

Noelia Fernandez
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January 6, 2023

We use the Service Desk to manage the Customer service and trigger emails to suppliers and clients. 

Those emails contain attachments that need to be accessible for both without need of logging in the platform. 

I set up the Customers Notifications to: "Download attachments via secured link" but still have this error when I try to open them: 

 

{"errorMessages":["You do not have permission to view attachment with id: 12782"],"errors":{}}

The weirdest thing is that used to work. I don't have idea why it stopped working.  

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Brant Schroeder
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January 6, 2023

@Noelia Fernandez Welcome to the Atlassian community

I would suggest checking the settings again based on the project that you are using to ensure that they are correct. (It sounds like they are) https://community.atlassian.com/t5/Jira-Service-Management-articles/Jira-Service-Management-direct-access-to-attachments-via-email/ba-p/1965969 

If it is not working after checking the settings I would suggest submitting a support issue to Atlassian who will be able to look at your instance https://support.atlassian.com/contact/ 

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