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  1. Jira Service Management Cloud
  2. JSDCLOUD-3371

Allow Attachments to be included as an actual Email Attachment



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

      Update as of 22 March 2021

      Hello all,

      As always, thank you for your feedback, votes, and following on this issue.

      We have noticed an increase in activity here and wanted to provide an update.

      We have heard you loud and clear, and we are increasing our investment in email and notifications. We are in the process of onboarding a dedicated team whose first focus will be some inbound mail issues, most notably JSDCLOUD-2373.

      This issue will be on the backlog (including a handful of others). We will share more details as soon as our plans are firmed up. Realistically we don’t expect this work to commence for at least 2 - 3 months.

      We appreciate your patience, and look forward to working with you as we solve these important issues.



      Problem Definition

      Currently, if an attachment is included in a notification, an inline preview of the attachment is visible within the e-mail notification. Attempting to access the attachment redirects to the instance's hosted location of the attachment, requiring the user to login to the instance to retrieve the full attachment.

      Suggested Solution

      Allow the option for attachments to be included as an actual e-mail attachment within the e-mail notification so that the attachment can be downloaded directly from the e-mail without having to login to the instance.

      Use Case

      Many Service Desks operate strictly via e-mail with their user base. Requiring the user to login to the instance adds extra steps and therefore making the process inefficient to work with.


          Issue Links



              7ad1551c39c0 Benjamin Paton
              mgarcia@atlassian.com Marco Garcia (Inactive)
              417 Vote for this issue
              243 Start watching this issue