Why can't my portal only customers view attachments?

If a Service Desk Agent adds an attachment, the Portal Customer can't access it.  They can see the title, but can't click into it.  It is getting really frustrating.  Any help appreciated.

Thanks

5 answers

I found that if an Agent adds the attachment to the "backend" view of the issue, then the customer can't see the attachment. But if the Agent adds the attachment to the customer view (see link "View customer request"), then the customer can see the attachment.

I can't figure out how to change the visibility of an attachment added to the "backend". So while this solves the problem, it's still frustrating.

Hello,

 

It is already set up like that and they still can't access them.

Hello Kerry,

Make sure your customers have permissions to view and add attachments.

Project administration -> Permissions -> Make sure you add "Service Desk Customer - Portal Access" to Create Attachments.

 

Accidentally duplicated answer. See my answer above.

Anyone know if there's a bug report in for this? My users are having the same issue.

JRACLOUD-3893 and its related issues (most notably JRASERVER-6428) seem to speak to functionality that would provide the level of control we seek.

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