Jira form cannot show attachments in customer portal

[Carol Su]

We utilize forms for submitting requests, and these forms include a field for attaching files.

Previously, the forms functioned properly. However, today, we found that attachments are not displaying in the customer portal.

Interestingly, from the backend portal, we can view the attachments without any issues.

Does anyone have insights on how to resolve this issue? Thank you!

[Fazila Ashraf]

Hi @Carol Su 

By backend portal, do you mean agent view?

I recommend you to check on this KB -> https://confluence.atlassian.com/jirakb/attachments-not-viewable-on-customer-portal-1216970824.html and see whether it helps

[Kranthi Kumar]

Hello @Carol Su 

FYI, Could you please check the  project field configuration

https://confluence.atlassian.com/jirakb/attachment-field-is-not-appearing-on-customer-portal-when-creating-new-requests-or-you-can-not-add-it-on-request-types-927728644.html#:~:text=It%20must%20be%20enabled%20from,the%20field%20to%20be%20visible.

Thanks

[Kranthi Kumar]

Hello @Carol Su 

check wheater; Agent sends using sharing without Customer or Public.