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  1. Jira Service Management Cloud
  2. JSDCLOUD-1769

Attachment links are directing to JIRA instead of Service Desk

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    Description

      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      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>

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              knguyen@atlassian.com Kha Nguyen (Inactive)
              vchin Vincent Chin (Inactive)
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