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How do I require a customer to attach a file during a transition?


Hello, everyone. I need a bit of help after trying several options myself.

My use case

  • a customer sees a couple of transitions (e.g. Approve, Disapprove)
  • when she selects one of the transitions (e.g. Approve), a popup should ask her to attach a file
  • if she doesn't attach a file, the transition must not execute

What I've done

I exposed several transitions to the customer portal, added a validator for the Attachment field not to be empty. I also added an associated transition screen with 2 fields: Attachment, Comment.

The problem is that the Attachment field does not show up in the popup to the customer in the portal, only the Comment. The validator does not execute and does not show the custom error message, that is the transition is successful and the ticket transitions to the next workflow status. This is JSM Cloud.

Ideally, Jira should also validate the file extension (e.g. not allowing any file, but PDF/docx only).

Looking forward to your suggestions :)

1 answer

1 accepted

7 votes
Answer accepted
Roberto Lins Community Leader Jan 05, 2022


Sorry to say that it is not possible to add other transition fields for the client. To proceed with your configuration you would have to add it to Jira and perform a series of access and process configurations. The comment field appears in the pop up as it is the only field that the customer can use on the portal.

I advise you to remove your doubt more assertively with Atlassian:

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