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Customer cant download attachments without signing up

The issue I face is as follows:

  • A Customer creates a request via email. The Customer is not signed up to Jira Service Management and there is no intention for the Customer to ever do so. 
  • An attachment is added by the Agent under "Reply to customer" section. 
  • The Customer receives a link to download the attachment via email but in order to do so he/she must create an account and sign in order to retrieve the document. 

Is there any way around this?

 

4 answers

0 votes

Hi @Ross Wicks,

welcome to the community.

Unfortunately, I don't think this is possible at the moment. You can vote for the feature request here: https://jira.atlassian.com/browse/JSDCLOUD-4222

Cheers,
Matthias.

0 votes
Liam Green Community Leader Mar 18, 2021

Hi @Ross Wicks 

Welcome to the Community!

Currently that isn't possible out of the box with Jira.

There is a suggestion for this that you can watch and vote on here.

Our business uses a Marketplace app called Email this Issue, it has this functionality so you may want to look into it.

Hope that helps

Regards, Liam

0 votes
Jack Community Leader Mar 18, 2021

If you are interacting with the customer via email you should place attachment into email response.

We offer attachments in emails up to 21MB if you use Notification Assistant for Jira

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