Why some customers can't see attachments in their requests ?

[Florent]

Hello,

I have implemented a JSM project (JSM 4.13.17) in which I migrated tickets from Redmine.

The exported attachments are not visible for the customers because were not added from a comment ("expected" behaviour)

But on new tickets raised by customers, attachments added by agents in comment (and Shared with customers) are not visible for the customers.

Instead picture or other document, they see a padlock :

 

I tried to add the permission "Access attachments" for "Service desk customer - portal access" because I have an error :

 

And my permission scheme is as out-of-the-box :

 

Thank you for your help...

Regards,

Florent