problem with email attachments JIRA
When I enter a photo in the text or attach a document, the email that the customer receives does not appear the photo in the email content and the attachment does not appear in the email
I have checked that this section is correct
Can you help me please?
2 answers
Hello Miguel,
Welcome to Atlassian Community!
When using Jira Service Desk, for customers to view and receive attachments, the attachment must be added as a public comment (Reply to customer).
When we select an attachment, it's automatically added as an Internal note, so it's important to change to Reply to customer to make sure they will receive the attachment and also be able to view it in the customer portal.
Please, make sure the attachment was added as a public comment. If the customer can't see the attachment thumbnail on the email notification and the portal, it was probably added as an internal note.
Regards,
Angélica
Thank you for the details, Miguel.
Are customers able to view the attachment in the customer portal?
Please, confirm if the outgoing email format is set to HTML.
First, go to Cog icon > Products > Email requests and confirm if HTML email parsing is enabled.
Then, go to Cog icon > System > Default user preferences and check if the default email format is HTML as well.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.