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  1. Jira Service Management Cloud
  2. JSDCLOUD-4646

Enable attachments added via Jira issue create to be visible on the portal

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

      I have cloned the Issue JSD-43 because it is still an issue with several clients (see comments of JSD-43). Therefor I hope your product management team revise this suggestion once again and hopefully decide to implement it.

       

      Thanks.

       


       

      Attachment can be visible within Customer Portal only if it was attached during ticket creation, comment / add attachment functionality by a client, or attached and then added to comment via a wiki markup link by an agent. It would be nice if I could mark my attachments in JIRA issue view to be displayed on Customer Portal Request view.

      Workaround

      >> https://confluence.atlassian.com/jirakb/attachments-not-viewable-on-customer-portal-1216970824.html#:~:text=If%20an%20agent%20adds%20an,view%20it%20on%20the%20portal

      When adding comments to an issue that will be viewed through a Customer Portal, ensure they're added as part of the comment as per https://jira.atlassian.com/secure/WikiRendererHelpAction.jspa?section=attachments, for example:

      [^death_star_blueprints.zip]
      

      For more information why this issue is marked as closed, please refer to this comment.

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            [JSDCLOUD-4646] Enable attachments added via Jira issue create to be visible on the portal

            I am frankly shocked that this is still an issue. I always wondered why when you make a case to Atlassian support you get a comment notification to tell you that you added an attachment, even if it is just an image in an email signature. It is a very poor customer support experience to have to generate extra notifications AND that this is the only way to allow users to see attachments added to a ticket. Makes situations where automation creates tickets with attachments copied from other tickets much less useful. 

            Chris Riffey added a comment - I am frankly shocked that this is still an issue. I always wondered why when you make a case to Atlassian support you get a comment notification to tell you that you added an attachment, even if it is just an image in an email signature. It is a very poor customer support experience to have to generate extra notifications AND that this is the only way to allow users to see attachments added to a ticket. Makes situations where automation creates tickets with attachments copied from other tickets much less useful. 

            Voting as I just finished importing >10,000 issues into a project with thousands of attachments only to find out they are not accessible by our customers in the portal

            Ezana Ceman added a comment - Voting as I just finished importing >10,000 issues into a project with thousands of attachments only to find out they are not accessible by our customers in the portal

            Haddon Fisher added a comment - - edited

            New Product Mantra:
            "If it ain't broke...then we
            are doing it wrong."

            Please stop coming up with new UX patterns to solve the same problem. Surely you can find a way to make attachments manageable while not confusing everyone who has to work in multiple project flavors at once. Please restore the "attachments section" in Jira and not force all attachments to be comments.

            Haddon Fisher added a comment - - edited New Product Mantra: "If it ain't broke...then we are doing it wrong." Please stop coming up with new UX patterns to solve the same problem. Surely you can find a way to make attachments manageable while not confusing everyone who has to work in multiple project flavors at once. Please restore the "attachments section" in Jira and not force all attachments to be comments.

            Mark B Wager added a comment - - edited

            Can someone more clearly explain to me the "work around"?  

            How do we make it so a PORTAL user can see attachments? I'm talking about attachments I add in COMMENTS to help the users. This is a CRUCIAL part of my support process.

            Thanks,

            Mark

            Mark B Wager added a comment - - edited Can someone more clearly explain to me the "work around"?    How do we make it so a PORTAL user can see attachments? I'm talking about attachments I add in COMMENTS to help the users. This is a CRUCIAL part of my support process. Thanks, Mark

            Ideally the way that attachments are displayed in the agent view and portal would be improved in general.

            Customer Portal

            Searching for an attachment in a long thread of comments is a bad user experience. There should be a similar view to what agents get where the attachments are grouped and accessible in one place. This could also display attachments that haven't been added as comments like those attached on creation.

            Agent View

            In the agents view the agent could have a quick toggle to switch between whether an attachment is internal only or external. This can currently be done by going to the comment containing the attachment and editing it from being 'Internal Comment' to 'Reply to Customer' but it isn't ovbious or simple.

            They should also be able to rename attachments to something that makes sense. Especially useful if there are 20 other attachments for logo1.jpg logo2.jpg from the terrible signiture handling and lack of attachment blacklisting.


            I'd like to be positive about this being improved but realistically this issue has a User Impact Score of <100. Issues actually getting development range between ~1000 - 15000 plus Atlassian dedicate time to generate new features to draw in more customers / revenue. Unless this thread gets another ~400 votes I can't see it being looked at any time soon. But hey, I'd love to be proven wrong?

            David Meredith added a comment - Ideally the way that attachments are displayed in the agent view and portal would be improved in general. Customer Portal Searching for an attachment in a long thread of comments is a bad user experience. There should be a similar view to what agents get where the attachments are grouped and accessible in one place. This could also display attachments that haven't been added as comments like those attached on creation. Agent View In the agents view the agent could have a quick toggle to switch between whether an attachment is internal only or external. This can currently be done by going to the comment containing the attachment and editing it from being 'Internal Comment' to 'Reply to Customer' but it isn't ovbious or simple. They should also be able to rename attachments to something that makes sense. Especially useful if there are 20 other attachments for logo1.jpg logo2.jpg from the terrible signiture handling and lack of attachment blacklisting. I'd like to be positive about this being improved but realistically this issue has a User Impact Score of <100. Issues actually getting development range between ~1000 - 15000 plus Atlassian dedicate time to generate new features to draw in more customers / revenue. Unless this thread gets another ~400 votes I can't see it being looked at any time soon. But hey, I'd love to be proven wrong?

            I'm currently building a help desk for a graphics design oriented department and sharing attachments is a huge part of their workflow. It seems like a fairly basic function to ask that the customer view for attachments is not limited to only comments. 

            David Quiram added a comment - I'm currently building a help desk for a graphics design oriented department and sharing attachments is a huge part of their workflow. It seems like a fairly basic function to ask that the customer view for attachments is not limited to only comments. 

             

            Hi, have a good year!
            ¿Could you tell me if there are news about this topic? 
            Thanks.
            

            +1

             

            Mateusz Lisiewicz added a comment -   Hi, have a good year! ¿Could you tell me if there are news about this topic?  Thanks. +1  

            Hi, have a good year!

            ¿Could you tell me if there are news about this topic? 

            Thanks.

            Andrés Felipe Giraldo Giraldo added a comment - Hi, have a good year! ¿Could you tell me if there are news about this topic?  Thanks.

            My vote is added to this ticket. We are very interested in this as well.

            Simone Cagol added a comment - My vote is added to this ticket. We are very interested in this as well.

            WikiMarkup doesn't work on the new view that uses WYSIWYG. What is the workaround when using the new view?

            Italo [Modus Create] added a comment - WikiMarkup doesn't work on the new view that uses WYSIWYG. What is the workaround when using the new view?

              a620038e6229 Jehan Gonsalkorale
              60a42e8b1a22 Thomas Konrath
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                Created:
                Updated: