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  1. Jira Service Management Cloud
  2. JSDCLOUD-13030

Attachments are not visible on the customer portal

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    • Resolution: Unresolved
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      Hi Team, 

      In Jira, for JSM projects whenever an issue is created and an an attachment is added from the issue view into the attachment tab, it is not visible on the customer portal.

      The attachment field is presence in the request type and screen.

      Workaround:

      That's the intended behavior in Jira I presume. When we add only an attachment and select "Reply to customer", it will automatically add the attachment as a comment and the customer will be able to see it in the portal.

      When we select "Add to issue only" the attachment will be visible internally and then if the agent wants the customer to see it, it's necessary to add a new comment with the attachment.

      On the customer portal, the field "Attachments" is not visible, that's why it's necessary to add in the comments.

      Customers would suggest to revamp this behaviour and there should be a dedicated section for attchments in the customer portal.

          Form Name

            [JSDCLOUD-13030] Attachments are not visible on the customer portal

            Pinned comments

            Pinned by Haripriya

            Rajesh Kumar added a comment - - edited

            Hi, As an alternate way we can copy using Jira automation using below smart value.

            {{#attachment.last}} 
!{{filename}}|thumbnail!
{{/attachment.last}}

             

             

            • Create a New Automation Rule:
              • Navigate to Project Settings > Automation.
              • Click Create Rule to begin building a new automation.
            • Trigger: When Attachment is Added:
              • Set the trigger to Field Value Changed.
              • In the field, select Attachments. This will trigger the rule when an attachment is added or changed.
            • Action: Copy the Latest Attachment:
              • Add an action: Edit Issue.
              • Choose to Copy attachment from the trigger issue. This ensures the automation focuses on attachments added in the trigger issue.
            • Re-fetch Issue Data (Optional):
              • Add the Re-fetch Issue Data action to ensure the latest data is available for use.
            • Action: Comment with Latest Attachment:
              • Add a new Comment action.
              • Use the following smart value to insert the latest attachment in the comment:
                 
                {{}}
            {{#attachment.last}} 
!{{filename}}|thumbnail!
{{/attachment.last}}

             

              • Set the comment visibility to Shared with Customer so that the comment, along with the attachment, is visible to the customer in the Jira Service Management portal.

             

            Rajesh Kumar added a comment - - edited Hi, As an alternate way we can copy using Jira automation using below smart value. {{#attachment.last}}  !{{filename}}|thumbnail! {{/attachment.last}}     Create a New Automation Rule : Navigate to Project Settings > Automation . Click Create Rule to begin building a new automation. Trigger: When Attachment is Added : Set the trigger to Field Value Changed . In the field, select Attachments . This will trigger the rule when an attachment is added or changed. Action: Copy the Latest Attachment : Add an action: Edit Issue . Choose to Copy attachment from the trigger issue . This ensures the automation focuses on attachments added in the trigger issue. Re-fetch Issue Data (Optional): Add the Re-fetch Issue Data action to ensure the latest data is available for use. Action: Comment with Latest Attachment : Add a new Comment action. Use the following smart value to insert the latest attachment in the comment:   {{}} {{#attachment.last}}  !{{filename}}|thumbnail! {{/attachment.last}}   Set the comment visibility to Shared with Customer so that the comment, along with the attachment, is visible to the customer in the Jira Service Management portal.  

            All comments

            Pinned by Haripriya

            Rajesh Kumar added a comment - - edited

            Hi, As an alternate way we can copy using Jira automation using below smart value.

            {{#attachment.last}} 
!{{filename}}|thumbnail!
{{/attachment.last}}

             

             

            • Create a New Automation Rule:
              • Navigate to Project Settings > Automation.
              • Click Create Rule to begin building a new automation.
            • Trigger: When Attachment is Added:
              • Set the trigger to Field Value Changed.
              • In the field, select Attachments. This will trigger the rule when an attachment is added or changed.
            • Action: Copy the Latest Attachment:
              • Add an action: Edit Issue.
              • Choose to Copy attachment from the trigger issue. This ensures the automation focuses on attachments added in the trigger issue.
            • Re-fetch Issue Data (Optional):
              • Add the Re-fetch Issue Data action to ensure the latest data is available for use.
            • Action: Comment with Latest Attachment:
              • Add a new Comment action.
              • Use the following smart value to insert the latest attachment in the comment:
                 
                {{}}
            {{#attachment.last}} 
!{{filename}}|thumbnail!
{{/attachment.last}}

             

              • Set the comment visibility to Shared with Customer so that the comment, along with the attachment, is visible to the customer in the Jira Service Management portal.

             

            Rajesh Kumar added a comment - - edited Hi, As an alternate way we can copy using Jira automation using below smart value. {{#attachment.last}}  !{{filename}}|thumbnail! {{/attachment.last}}     Create a New Automation Rule : Navigate to Project Settings > Automation . Click Create Rule to begin building a new automation. Trigger: When Attachment is Added : Set the trigger to Field Value Changed . In the field, select Attachments . This will trigger the rule when an attachment is added or changed. Action: Copy the Latest Attachment : Add an action: Edit Issue . Choose to Copy attachment from the trigger issue . This ensures the automation focuses on attachments added in the trigger issue. Re-fetch Issue Data (Optional): Add the Re-fetch Issue Data action to ensure the latest data is available for use. Action: Comment with Latest Attachment : Add a new Comment action. Use the following smart value to insert the latest attachment in the comment:   {{}} {{#attachment.last}}  !{{filename}}|thumbnail! {{/attachment.last}}   Set the comment visibility to Shared with Customer so that the comment, along with the attachment, is visible to the customer in the Jira Service Management portal.  

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                Created:
                Updated: