At the moment that I am going to close a ticket and I give him a resolution, he opens a box to fill in the information of what was done but I would like to attach evidence, is it possible to add that button?
If you can, how would the step by step be?
Thank you for reaching out to the Atlassian Community!
When resolving an issue, currently, the only way to add an attachment is by embedding it using markup.
The attachments must be added first to the ticket and then, use the option above to embed it on the comment.
With this said, before resolving the ticket you need to add the desired attachment as an internal comment and then click to resolve the issue and on the comment, you need to use what I mentioned above so the customer will be able to see the attachment in the customer portal.
It's possible to add the field to the screen as @Pramodh M mentioned, but the attachment won't be visible to the customer nor on the agent view. It was reported as a bug a while ago, but it was closed since it’s expected:
There was a feature request suggesting to add this ability to the resolve screen, but it was closed as "Won't fix".
Please, take your time to test and let us know how it goes.
Attach evidence in form of Attachment?
If yes, navigate to the workflow where you need to make the attachment field required and add the validator as shown below
Validator is as shown below
The result would look like this
Let me know if you have any queries?
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