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  1. Jira Service Management Cloud
  2. JSDCLOUD-3371

Allow customers to access attachments without signing into the help centre

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    Description

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

      Update as of 24 March 2022

      This feature has been released to all customers on a Standard, Premium or Enterprise plan, you can learn more about it here https://community.atlassian.com/t5/Jira-Service-Management-articles/Jira-Service-Management-direct-access-to-attachments-via-email/ba-p/1965969.

      For those customers using Release tracks, the feature will available depending on your track options.

      Allow Attachments to be included as an actual Email Attachment.

      We have updated the summary of this issue to reflect the solution implemented. Any feedback related to having attachments appended to the email should be directed to this dedicated issue https://jira.atlassian.com/browse/JSDCLOUD-4086. It is currently marked as not being considered, as we believe this solution meets the requirements for the majority. But your specific feedback (including your use cases) is highly valuable in the ongoing assessment of this decision.

      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.

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              7ad1551c39c0 Benjamin Paton
              mgarcia@atlassian.com Marco Garcia (Inactive)
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