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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

10 answers

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.

 

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.

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.

Hello,
This problem seems to have no solution,
I've been with this for months, only JIRA SERVICE DESK users have access to the attachments.

Previously any user could view and download, but nowadays they can not

:( :( :(

Hi @Brandon Rosadio ,


Check the permission scheme for that project to see if Service Desk Customers are added to the add attachment.

D.PNG

Like Jesse Todd likes this

I was looking at through these threads and I know it's old, but it doesn't seem to be done, So here is what I did:

1- As an admin, go to issues >>>> field configuration.

2- Find you project and click "configure"

3- Find the comment field and click "Renderers"

4- Choose Wiki Style Renderer.

That should fix your issue.

Unfortunately it doesn't fix the issue.

Hello,

Sorry to hear that, did you make sure you have the right permissions set in your scheme?

Also have this issue. They can see attachments I add in the comments AFTER i've submitted a ticket on their behalf, but not any attachment I submit with the ticket. This is super frustrating and adds an extra step for every ticket that I need to make an attachment on.

After adding the attachment to the issue, try adding this in the comments: [^nameoffile.xlsx] it should show as a link in the comments and when they click on it the file should download.

Not necessarily the issue for others, but we ran into the same thing and all settings/configurations were correct.  Turns out our agent had added the attachment as an INTERNAL comment which kept it out of view for the customer portal (as it's supposed to do).

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