Issue Summary

• In JSM portals, users are unable to paste files as attachments in the form's attachment field when those fields are provided via Forms.
• File pasting only work when using the system “Attachment” field on the request type, leading to inconsistent behavior between request types and forms and a degraded user experience across the portal.

Steps to Reproduce

1. In a Jira Service Management Cloud project, create or edit a request type that uses a Form.
2. In the Form:
   1. Add the form's Attachment field (e.g., rich text field like a Description-style field).
   2. Do not add the native Attachment field from the request type or add it, but place it in a different section than the form's attachment field.
3. Publish the Form and open the corresponding request type on the customer portal.
4. As a customer:
   1. Click into the attachment field on the form. Try to:
   2. Paste an image/file from the clipboard.

Observe that:

• The file is not attached to the request from the form's attachment field.
• File uploads (pasting the file) only work if you use the system Attachment field from the request type (if present).

Expected Results

• Files should be attachable in any circumstance where a rich text field or other user-input field is used in the portal, including:

• • Rich text Description fields in Forms
  • Other rich text fields in Forms

• The behavior should be consistent with:

• • The request type Attachment field (which currently allows file pasting), and
  • Comment fields, where attachments can always be added at any time, even without explicitly using an Attachment field.

• Administrators should be able to design forms flexibly (including where attachment-related interactions appear) without losing the ability for users to attach or paste files.

Actual Results

• In a JSM project, a request type is configured to use a Form (JSM Forms / ProForma).
• The form contains an attachment field but does not include the system “Attachment” field from the request type, or the Attachment field is placed in a specific section of the form for design/compliance reasons.
• On the customer portal:
  • Users attempt to paste files directly into the form's attachment field, in line with expectations from:
  • The standard request type Attachment field, and
  • The comment field, where attachments can always be added regardless of separate attachment fields.
• The portal does not allow files to be pasted and uploaded in the form's attachment field.
• The only way to paste and attach files is to expose and use the system “Attachment” field from the request type. That field:
  • Is the only field type that supports pasting files
  • Must be positioned according to current constraints, reducing form design flexibility and creating an inconsistent experience versus “normal” request types and comments.

Workaround

Use the system "Attachment" field in the Form.