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.

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?

Our organization also needs this functionality to exist on all issue types, without,  we are forced to continue to use the "old view".

Any news on this? 

Really hoping to see this added. In particular, I'm not going to be able to let my team use the new view until resolved due to our customers utilizing attachments through email. I noticed that if a customer adds an attachment through the portal, it adds it in an inline comment (this is fine for us). However, if they add it as an email attachment through their email client, I get notification of the attachment in the comment, but the attachments section is then missing.

I should note that this seems to only be within unhandled extension types. For two updates with attachments, 1 with a .har file and one with a .pdf, the pdf displayed in the comment with a clickable attachment, while the .har just showed the following. Without navigating to the old view, you can't actually get to the attachment.

[^support.atlassian.com_Archive [20-03-05 10-23-23].har] (0.0 kB)

Like Danny said, there was no change. You could always see that Attachments section if you add the attachments via Old Issue View. They incorrectly go in as a comment with no attachments section if you are in New Issue View when you add them. There is also no way to use the attachments that are there  in comments or the description.

51f9c6b3371b Aha. Well at least there is an attachment section. Couldn't see one at all earlier... 

Doesn't look like it. If you go to old view, add attachments, and then go to the new view, those attachments do display nicely together in their own attachment section. However, if you then add an attachment to a comment or internal note, those new attachments are not included in the attachment section that displays the attachments from when the old view was active. 

Looks like this is implemented in new issue view now?

BR, are you looking at a Jira Service Desk project (project type)? Jira Software/Business projects work decently with adding (still cannot use them on transition screens).

Jira Service Desk project attachments are completely broken in New Issue View (if you copy/paste or drag/drop it posts the attachment as a comment.... no one wants this).

Attachments should always be in the “Attachments” container to start and then if you want them in a comment you can refer to the file name with proper formatting or pick it from the paper clip drop down just like you see while commenting here... that is missing completely in New Issue View transition screens.

I still think the actual ability to add exist in new view too. But not in EDGE. And that is another ticket.

But I totaly agree that attachment section is needed. Thats why I really cheer for this ticket too.

BR Catrine

Agree with Esther.

Also, we need to see the Date/Time the attachment was added, so we can quickly determine the original image, and any more recent ones.

Yes, what Greg said. We sometimes have issues that have dozens of comments on them, and it's ridiculous to make an agent scroll through all of them to see the attachments. All we want is a way to view and add attachments in a single area of the page.

I think that Esther is more referring to the fact that there is no real Attachments section in New Issue View for Jira Service Desk (nothing to do with Edge).  We need to be able to add attachments on transition screens directly into the Description and Comments.  And if there is markup/markdown that matches an existing file name, it should render that attachment in the description/comment.  Right now in New Issue View, if the attachments were added in Old Issue View, they will appear in a non-manageable "Attachments" section in the New View for Service Desk projects.  But if they are just copy/pasted or dragged in... they can only become comments.... we don't ever want to add a comment of an attachment when we first add it... we just want it to go into the "Attachments" section like it does in Jira Software/Jira Business projects.

@esther  They have this is a separate ticket: JRACLOUD-72697

Our service desk agents are no longer able to add attachments to tickets in the new view. This is a bug, plain and simple. Please get it fixed.

After the upgrade we no longer can see the attachment field at the top of the screen. If I switch my ticket back to the "old view" it shows this field with no issue. With this area removed, the attachments are scattered within the comments.  This has caused an interruption in workflow. Thank you ahead time for putting this field back. 

This will slow down how our team handles issues since we have to search through comments for attachments that our clients/customers are sending (some issues end up with 50+ comments). I have advised my team to switch to the old view for now.