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.
- Add an attachment field to a resolve screen
- Resolve an issue and on the screen add an attachment and add a comment for customer
- The customer never receives the attachment either in the notification or the portal
The attachment is added to the customer notification and portal view as per normal
The customer receives only the comment. They have no knowledge an attachment was ever added.
Make sure to send the attachment prior to resolving the issue