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

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.

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?

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

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.

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

We are very interested in this as well. Our customer sharing files with us but being unable to access the files we provide in the same portal is an issue. This should be as easy as on-prem shouldn't it?

My vote is added to this ticket.

It makes far more sense, as others have commented above, to have portal attachment visibility be based on an internal/external setting.  I want customers to be able to see all attachments as a default, and not just when they are added via comments.  We have some workflow steps that request a document be attached and these do not go through to the portal.

Yes good point @Sue Lund. 

@jehan is there any traction on this ticket?

I would like to see the option to allocate internal/external while attaching, as well.

This issue comes up all the time with our users and the workaround is a pain as agents forget to add it and just adds to confusion. Still can't believe a simple feature like this is missing from the product.

Our Clients also can' t view Attachments.

The Settings in the Request Types are correct.
Also the Permissions are set to Visable. 

Still Attachments are'nt visable for customers... 

Agreed, this is quite a backward way of working with attachments, surely if it is attached to the JIRA ticket internally, it should be visible on the customer portal? Maybe even in a nice grid to the side of the portal so you don't have to scroll back to find it.

Another way of looking at it might be to have attachments which can be allocated internal/external, for those attachments you want to keep hidden from customers.

Up to JIRA, but this work around is definitely not acceptable.

Is there are fix coming for this issue?

It is a major flaw in what should be a basic function of the JIRA cloud service desk, drop attachment and it embeds for all users to see, we shouldn't need our customers to use wiki mark up especially if they are non technical.