Hey Matt Crocco, since it is the weekend for the Australians you probably won't hear back on this, but I just tested since your use-case is rare for us and I had not seen what you are describing before (our customers very rarely use the portal since we can't standardize logins for domains that we don't control and we can't control enough in there... most people don't bother to click in after initial submission anyway, and they just continue to respond via email).  The portal is basically useless after submission for us (unless you need to download a silly attachment with auth.... ).

So interestingly, if anyone adds an attachment through any other method, it properly aggregates in the attachments section (if they attach it through Old View, if they attach it through the Attach button in Software/Business projects, if they send an email response with an attachment, or if they attach it via a comment internally within Jira... all of those properly show up in the Attachments section for all project types).  But looks like Atlassian missed the use-case of someone adding an attachment via the portal... I am also seeing that only showing in the comment as you are describing.

I figured I would help clarify what you are experiencing since Atlassian probably won't know which use-case you are running into problems with here.  Hopefully they get it fixed for you and don't try to claim that as a portal problem instead of a New Issue View problem.

Why is this closed? The original issue was that when Customers add attachments VIA comments they do not show up in the Attachments section UNLESS the agent is using the old issue view...This problem still exists.

Hi everyone,

We have recently released the attachments list view to the new issue view. The list view and the existing strip view now aggregate attachments from around the issue view and displays them in the attachments section. Please give it a try and let me know if you have any feedback.

Hey Ben, could you name your files as "Draft" when they are in the early stages and then the final version doesn't have that label or has "Final"?  I know how changes can be frustrating, so figured I would offer an idea (probably not the best of ideas).  Were you going to the old view to add that final attachment?  If so, were you also adding a comment?  Maybe those are not in the comment section if you were just adding them as attachments.

I wish that you could do the reverse of what you were previously doing (would be great if that is coming).  In my opinion, attachments should rarely be a comment... you should be able to just add attachments into the attachment section on the issue and then if you choose to share one, you can then use it in a comment which will email it and put it in the portal for JSD.  If it was setup like that, you would be able to know your final is in the comment and the rest were drafts.  That also is a much better solution for other use-cases where you are working on files in Service Desk internally and then want to loop the customer in at different stages with other context in a comment.

This feature has started to be released and is in my companies environment but some ways that it works is breaking our current process!!!  This is highly frustrating that things have abruptly changed, and I had to report it as a bug but support can not do anything because it's a "feature" and one from the old view, so essentially it just won't ever work like it has been.

Here is our issue:  Since there is no folder structure for organizing attachments on a ticket, we use the comments to attach drafts/comps of work to keep them off the main attachment section on the ticket itself.  Then, when we have final draft documents, we attach those to the main ticket's attachment section.  The two kids of attachments stay separate, which identifies them for their purpose.  This makes for clearly identifying final documents we use in marketing.  But now all attachments are lumped together without a way to identify how they were loaded.  Apparently this has impacted old and new tickets, effectively making our process broken for historical auditing purposes as well as moving forward.  And I don't have a workaround unless you all do something for us to identify these attachments separately.  I'm not sure what you are expecting us to do with this "feature" now. 

Ideally, we could have folders to organize them however we want.  Our work around was to use comments for in-process drafts.  But now we can't use that.

Hi everyone,

My name is Matt, I'm a product manager on the Jira Cloud team.

I'm pleased to let you know that we are currently working on bringing back the attachments panel to the new issue view in JSD. For now you can access your list of attachments from the action menu (three-dot menu in top right of an issue).

We'll keep this ticket as we make progress.

Kind regards,

Matt

Hi all, I'm a product manager for JSD and really appreciate you taking the time to share your thoughts here.

If you are a Jira Service Desk user, I would love to hear about your experiences with the new issue view to better understand how we can serve your needs.

Please click here to book a meeting and we can take it from there.

https://calendly.com/jgonsalkorale/new-issue-view-in-jira-service-desk

Kind regards,

Jehan

Jira Service Desk

We've seen some major issues with the way that the new issue view handles attachments. There are some cases where email attachments that users have forwarded in issue responses aren't clickable/downloadable and the only way to retrieve the attachment is to download ALL attachments. When switching back to the old issue view, the attachments correctly show/download/open individually as desired.

Removing erroneous attachments is also much more difficult in the new issue view. Old version it was simple to trash can random signature images and de-clutter issues, but again much more laborious in new issue view. 

This is one issue that has continued to prevent my team from fully adopting new view. 

we are waiting for any updates

Any update on this?