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How can a customer insert images into custom fields?

Hi community

Initial situation

I have created a custom multiline text field. After that I set the renderer to "Wiki Style Renderer". Now I am able to insert text as well as images into this text field.

Problem

However, this only works in the backend of Jira Service Management. As soon as I want to enter a ticket as a customer, it is not possible for me to insert text and images into this field. In the renderer, the icon for images is also missing: 1.png

However, if I then edit this text field as an agent in the backend, I can insert images:

2.png

and these will then also appear in the frontend for the customer in this field:

3.png

How can the customer use the field as well as the agent? In the comments you can also insert text and images as a customer:

4.png

Is there a special permission that enables it?

Thanks

Dominik

3 answers

2 accepted

1 vote
Answer accepted

Hi,

As a @Mark Segall wrote it's a native behavior.

You, as a user using issue view, can add attachments to the text fields (if you have proper permission). In the case of customers who have access only to the request view, they can add images as attachments (in the Attachment field or during adding a comment to the ticket). Unfortunately, you can't modify it. I also don't know any apps on the Marketplace which can solve this problem. 

Best regards,

Kate

0 votes
Answer accepted
Mark Segall Community Leader Sep 09, 2022

Hi @Dominik Meier - Unfortunately this is native behavior.  The portal only offers a simplified user experience.  The only way to get images on the portal is to attach them.

Thank you for your reply. It's a pity that this does not work.

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