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  1. Jira Service Management Cloud
  2. JSDCLOUD-6423

Customer does not receive attachments added on the resolve issue screen

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      Description

      Summary

      When you resolve an issue and your resolve screen has an attachment field, if you add an attachment and a comment the customer does not receive the attachment in their notification nor can they see it in the portal, but they can see the comment. The attachment is visible to agents within Jira.

      Steps to Reproduce

      1. Add an attachment field to a resolve screen
      2. Resolve an issue and on the screen add an attachment and add a comment for customer
      3. The customer never receives the attachment either in the notification or the portal

      Expected Results

      The attachment is added to the customer notification and portal view as per normal

      Actual Results

      The customer receives only the comment. They have no knowledge an attachment was ever added.

      Notes

      Workaround

      Make sure to send the attachment prior to resolving the issue

        Attachments

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          Activity

            People

            Assignee:
            rkellettliew Rem
            Reporter:
            dmark@atlassian.com Danny
            Votes:
            1 Vote for this issue
            Watchers:
            5 Start watching this issue

              Dates

              Created:
              Updated:
              Resolved: