Reporter cannot open attachments

[Mattice Dossche]

Hello,

Sometimes we need to forward Excel files or PDF documents to ticket reporters. We always get the message that they cannot open them because they need to log in to Jira. We have an outlook mailbox linked to the project through which these requests come in.

Why is this?

Is this due to some setting in the project? Is there already a solution for this?

Ideally, the reporter can open the Excel or PDF file directly via the e-mail they receive when the ticket is updated with my answer.

Can anyone help me with that?

[Jehan Bhathena · Accepted solution]

Hey @Mattice Dossche ,

The behavior sounds correct to me. If your user isn't logged into the instance they should not be allowed to view/download attachments (else it makes your attachments open to anyone on the internet). To check if a user is logged in they can simply open a new tab an enter the site's name in the URL, if you're projects are not allowed anonymous access then they should be asked to login (which is why the pop-up would be shown in the first place).

Not sure I understand this statement though "the reporter can open the Excel or PDF file directly via the e-mail they receive when the ticket is updated with my answer." please can you add some more insight into this? Does the reporter get another notification about your update and that update has the link to the attachment as well? Can you perhaps share a image of the notification that you've mentioned here?

[Mattice Dossche]

Hi Jehan,

Thanks for your answer!

The documents I am referring to are, for example, invoices from our customers, so they may (and should) be able to receive and download them without having a Jira Login, because they don't have one.

See attachments.

Screenshot 1: how we send invoices for example

Screenshot 2: How the customer receives it in the mail box (f.e. Outlook)

Screenshot 3: User has to log in with e-mail address, but they don't have an account because originally the send an e-mail to our support outlook mailbox which is linked to our project.

So the main question if we can avoid step 3 somehow and make sure the receiver of the reply can open the PDF-document without logging in.

[Jehan Bhathena]

Hey @Mattice Dossche ,

Thanks for the images,

In your use case what I'd suggest is trying to add the customer's outlook email as a User in your site, this new user should be given the "JSM Customer" Access so that they can access the attachment, while not being billed as a regular user.