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Jira service desk attach file from email channel?

When a request is received through the email channel, attachments end up as links instead of being attached.

 

Is this a configuration issue or standard functionality which cannot be changed?

 

3 answers

Hi @Timothy Harris,

It sounds like you might have been asking a slightly different question - not about attaching files to responses sent by Jira Service Desk, but about attaching files to an issue when they're sent by a customer via email.  

We were having a similar problem. Attachments emailed to us by customers appeared as just a file name in the comment, with no link to download them.  I happened across this article with a suggestion to add an Attachment field to the "New request via email" request type:

Troubleshooting issues with the email channel

This seems to have solved the problem for us, and now a working link to the attachment appears at the bottom of the comment.  Just wanted to share in case it's helpful for you too.

Most of our clients are reaching out to us through email only.  Our staff is using the JIRA service desk to manage these issues, and we were hoping to also use it for sending out invoices and support documentation., nothing large, usually 1-5 page pdf's

So, we are not going to be able to send out even small attachments to our service items?  Users are told they have to log into the JIRA service desk when trying to download one page pdf's.  

 

Chris

This helped us out with getting e-mail attachments to show up in our Jira Service Desk project.  Thanks, @Susan Ostreicher!

IMHO, attachments should be turned on by default, but maybe I'm not thinking of enough use cases for service desks where they would want that disabled.

On the other hand, it does appear that notification messages originating from Jira Service Desk still do not allow attachments, so that is still an outstanding issue.  That said, I consider it neutral since the benefit is that it prompts our team to use the Jira Service desk more.  It may only be to get the attachment, but since they're "right there" then they also enter data into the ticket with less of the usual cruft of an e-mail reply.

0 votes
Maurice Atlassian Team Oct 17, 2017

Hi Timothy,


When Jira Service Desk sends an email response it will use a link to the attachment rather than sending the attachment inside the email. This is currently not adjustable, as sending attachments can cause issues with mail delivery if they are too large, and will slow Jira down needing to send larger emails. We had an open Suggestion to add the ability to send attachments in emails:

JRASERVER-6207

However there has not been enough votes to get this feature developed so far.


There are some 3rd party plugins out there that can add this type of functionality.

Enterprise Email Handler for Jira (JEMH)

Hope this answers your question!

Best regards,
Brian

Apart from the other replies, you can also use Mail Attachments for JIRA Service Desk that has been released exclusively to address this problem:

https://marketplace.atlassian.com/apps/1219283/mail-attachments-for-jira-service-desk?hosting=server&tab=overview

Unfortunately, this isn't a valid solution as we are using the cloud version, and this tool is only available for server installations.

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