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Jira PDF Acces issues

When ever we send files/documents in PDF format via., JIRA Titcket. The attachments is not accessible when the mail reaches the other end. They are unable to access the PDF file.

5 answers

1 vote
Jack Community Leader Feb 08, 2021

The way this works with Jira service management is that the customer should be provided a link to the document. Now if you’re experiencing this only with PDF I would ask if the user is seeing a link at all and just unable to open it or what exactly?

If you want the attachment to be directly included in the email, we support this in Notification Assistant for Jira

0 votes
Ajay Solutions Partner Feb 08, 2021

Usually all attachments in the ServiceDesk is accessible by both the Service Management agent as well as the customer in the Portal page. As Jack mentioned you need to expand a bit on the exact issue being faced 

0 votes
Daniel Ebers Community Leader Feb 08, 2021

I'm not following fully right now. Could you please describe the mail flow a bit more in detail.
Or in other words: an Agent attached a PDF but the customer is having trouble interacting with the attachment OR the customer sends in a mail where a PDF is attached but it is not processed correctly/shown in Jira Service Management?

An Agent attaches a PDF and share it via., JIRA but the customer is having trouble interacting with the attachment when he tries to access it via., his email account. 

the customer sends in a mail where a PDF is attached but it is not processed correctly/shown in Jira Service Management?
>> We are not facing any issue with the above-mentioned scenario. 

Daniel Ebers Community Leader Feb 16, 2021

From
https://community.atlassian.com/t5/Jira-Service-Management/Does-the-jira-ticket-support-the-other-mail-services/qaq-p/1605149
I seem to have understood there is a whole bunch of trouble with email service.

Could you share what you are seeing when the problem occur?

What exactly happens when the agent tried to access the file?

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