In the new view when doing a transition and want to attach a file, I am missing the attach icon

[Jaap van Driel]

In the old view when entering a comment via transition I had the option to insert an attachment.

This function does not exist anymore, I had reported this.

The answer was there was a new icon, that I could use to browse my disk and thus include attachments.

However this option is only available when entering comment via typing "m" anywhere in the screen. Via the transition this icon is not visible.

How to get his in the transition comment as well?

[Joseph Chung Yin]

@Jaap van Driel -

In JSM, have you tried to associate a custom screen (including the attachments field) with your WF transitions?  By doing this type of customization, when agents move the issue from one WF status to another status, the pop-up screen will be displayed to facilitate the adding attachments operation.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[LuisPinto]

@Joseph Chung Yin I tried your solution and I can add attachments, but they are not available to the customer along with the comment.

[Joseph Chung Yin]

@LuisPinto -

Hi Luis:

You will need to reference the attachment in your comment.  From your screenshot, you only just attached a file to the case and didn't embed (referenced) the attachment.  Thus, customer will not see it via the portal.

Best, Joseph

[Dimitrios Moschovitis]

Hi @Joseph Chung Yin,

What do you mean by embedding the attachment?

Is there any way to make a file attached via an agent transition screen available to the customer portal?