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Recipient cannot open file attached to the ticket - password is required


Sometimes I do reply to my clients with a PDF File. It used to work fine until now, but not anymore, as the recipient cannot open the attached file. A password is required. 

Any suggestion please ? 

Thanks for the support

2 answers

1 accepted

1 vote
Answer accepted

Hi @Isabelle, welcome to the Atlassian Community!

Could you check if you have 'Download attachments by logging in to the portal' checked under Project Settings -> Customer Notifications -> Attachment Security?

If you set Attachment security to 'Download attachments via a secured link (without logging in)' your customers should not need to login to download the PDF.

thanks a lot ! it worked !

Like Ward Dijkhuis likes this
0 votes

Welcome to the Atlassian Community!

Jira doesn't have anything that can add password protection to pdf files, the only thing that could have happened here is that whomever you got the pdf from has added password protection (inadvertently?) to it and attached it to your issue.

Thanks for your reply. It does not look like the pdf itself is password protected - it opens a link trying to connect to Atlassian apparently - that's where the password is requested. 

Weird isn't it? 

Ok, that implies you are clicking on a link to something else, not an attachment on an issue.  Coould you tell us exactly what you are clicking on when this happens?  And where it tries to take your browser, if you can see that?  (you say "it's trying to connect to Atlassian", so I guess there's something telling you that?)

If you want to avoid typing a "how do we get to it" essay, a screenshot of the area the clickable thing is in would be fine, with some of the area around the clickable thhing so we can work out the context (what specific jira page you are on - issue view, edit, a navigator bar, dashboard, etc).

Like Isabelle likes this

thanks for your help.  As I am not the recipient I could not see the attachment issue myself. But I think I solved the problem within the settings with Ward's help. 

thanks again

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