Summary

Allow agents to generate a shareable link to download all attachments of a Jira Service Management request as a single ZIP file, so this can be included in customer emails and automation.

Current Problem

Currently:

• In the agent view, agents can use “Download all attachments” to get a ZIP of all files on a request.

• For customers, there is no equivalent:

• • Email notifications either:

• • • Link to the portal page, where customers must download files individually, or

• • • Include individual secure links per attachment (when “secured link” option is enabled).

• There is no supported URL that:

• • can be generated from the issue key or ID,

• • can be embedded in an email or automation, and

• • downloads all attachments as a ZIP.

This leads to several pain points:

• Agents must:

• • manually use “Download all attachments”,

• • save the ZIP locally, and

• • re‑attach or send it to the customer when they want to share everything at once.

• For issues with many attachments (logs, screenshots, exports), customers:

• • have to click multiple links or download every attachment one‑by‑one from the portal,

• • which is time‑consuming and error‑prone.

• Automation / integration scenarios (e.g., emailing a full evidence pack to a 3rd party, compliance teams, or external vendors) are blocked because:

• • there’s no stable, supported endpoint or URL pattern for “all attachments as ZIP”.

Proposed Solution

Add a “Download all attachments as ZIP” link that can be shared in notifications and automation.

High‑level behaviour:

1. New server‑generated ZIP endpoint

• • Given a specific request (issue key/ID), generate a ZIP of all visible attachments on the request and comments.

• • Respect existing attachment visibility (agent‑only vs customer‑visible, internal vs public comments).

1. Shareable, secure link options

• • Work consistently with current JSM attachment security settings:

• • • If the project is set to “Download attachments by logging in to the portal”:

• • • • The ZIP URL should require authentication and corresponding permissions.

• • • If set to “Download attachments via a secured link (without logging in)”:

• • • • Generate a time‑limited secure link for the ZIP, similar to current per‑attachment secure links.

• • • • Example: tokenised URL that expires after N days or when the request is closed / security setting changes.

• • Ensure that links are:

• • • Non‑guessable (long random tokens).

• • • Time‑bound and revocable.

• • • Scoped to only that request’s attachments and to customer‑visible content where applicable.

1. Email template & UI integration

• • Provide a new template variable for JSM email notifications, e.g.:

• • • ${request.attachmentsZipUrl} or ${request.customerAttachmentsZipUrl}

• • In the agent view, extend the actions menu:

• • • Current: “Download all attachments”

• • • Proposed:

• • • • “Download all attachments (ZIP)” – current behaviour

• • • • “Copy shareable ZIP link” – copies the secure link to clipboard for use in emails, comments, or external systems.

• • Optionally expose via the REST API for integration / automation.

1. Permissions & visibility

• • ZIP content must respect:

• • • Issue permissions (Browse project, Service project access).

• • • Attachment visibility (customer‑visible vs internal).

• • Ideally, have two modes:

• • • Agent ZIP (agent view): includes all attachments the agent can see.

• • • Customer ZIP (shareable link / email): includes only the attachments visible to the customer.