Summary:

Adding an attachment link to a comment used to link the Service Desk attachment link https://<instance-name>/servicedesk/customershim/secure/attachment/10200/10200_test.pdf instead of https://<instance-name>/secure/attachment/10200/test.pdf. Since Customer does not have access to JIRA, the attachment can't be accessed. This is related to https://jira.atlassian.com/browse/JSD-1726 where the workaround provided is to use [^test.png] instead of [description of attachment|attachment link] .

Steps to reproduce:

1. Agent adds the attachment using this format [^test.png]

Expected Result:

• Customer should be able to access it without having JIRA application access

Current Result:

• Customer is not able to access it.

Workaround:

• For now if the customer wants to directly access the attachments; the agent have to manually provide the Service Desk URL instead; which is https://<instance-name>/servicedesk/customershim/secure/attachment/<ATTACHMENT_ID>/<ATTACHMENT_ID>_<FILE_NAME>