Handling of attachments in "Request by Email"

[青山 明]

About "Requests by Email" in Jira Service Management (Cloud). When replying from the agent to the customer, can I add the attachment part to the comment field and send it? When I try it, the email software on the receiving side shows something that looks like an attachment, but I can't open it. Isn't the attached file part actually sent?

[Connor]

It sounds like the receiving side has some type of email protection policies in place to handle incoming attachments/links. You will need to coordinate with them to determine exactly what's happening. 

For reference though, you're definitely able to send attachments to customers when replying to the customer by adding a comment. Here's the related Atlassian documentation.

• Attach files and screenshots to issues
• Choose how your customers access attachments