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how does a customer include screenshots inline on request creation

PNG Jira Lead February 12, 2024

Jira Service Management Data Center 5.4.7

A customer raises a request for support via [base-jira-url]/servicedesk portals.

Because of the nature of the requests, the customer often desires to insert screen-shots as they're writing out the problem they're experiencing.

Unlike the 'agent's view' (which is 'classical Jira') where you can insert a screen-shot in the Issue's Description field as you type it out, this doesn't seem possible in the customer-facing servicedesk portal view.

Is this something that needs to be enabled, somehow?

2 answers

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1 vote
Answer accepted
Sharu - Empyra
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February 12, 2024

Hi @PNG Jira Lead 

Currently, adding attachments/screenshot in the description is not possible. Atlassian have a ticket in their backlog, you can vote & watch to know the progress. - https://jira.atlassian.com/browse/JSDSERVER-4436 

But as an alternative, you can add the Attachment field to the customer portal. Customer must be able to attach files there.

Hope this helps!

 

Thanks,

Sharu

 

 

PNG Jira Lead February 15, 2024

thanks @Sharu - Empyra 

yeah, thought as much (I just didn't know if we were missing something or if there was a 'trick' somehow...)

Anyway, the way our customer get around it is they create the request, and then immediately add a comment where they _can_ do the inline screen-shots.

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Marc Koppelaar
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February 13, 2024

Hi @PNG Jira Lead 

Make the attachment field available on the request type on your portal.

This will solve your problem.

PNG Jira Lead February 15, 2024

hi @Marc Koppelaar 

It wasn't about attaching files, it was about attaching images inline to a description.

Actually, @Sharu - Empyra above found that it's a known problem:

[JSDSERVER-4436] Attachments/Screenshots in the description from the Customer Portal - Create and track feature requests for Atlassian products.

the use-case described in that issue is precisely ours:

For instance, customer comes to the Service Desk portal and starts creating a ticket. In the description they want to say:
I can't log in. Here is a screenshot of the login screen:
(screenshot of login screen)
When I supply my username and password I get this error:
(screenshot of the error screen)

Today you cannot do this from the Customer Portal. You can attach images but you cannot easily relate those images to the text in the description.


Anyway, as I mentioned to Sharu, the way our customers get around it is they create the request, and then immediately add a comment where they _can_ do the inline screen-shots.

Oh well, it is what it is :)

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DEPLOYMENT TYPE
SERVER
VERSION
5.4.7
TAGS
AUG Leaders

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