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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-1726

Adding attachment by copying the link from Agent view is not visible to the Customer

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    Description

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

      Summary:
      Based on this documentation, it shows that it's possible to add attachment by copying the link from Agent view:

      To ensure that the customer sees the attachment, right click on the attachment to copy link address and paste the link into a comment surrounded by square brackets as follows: [description of attachment|attachment link]. Click preview to confirm the attachment link has copied correctly:

      When users copy the link, the URL will be https://<instance-name>/secure/attachment/10200/test.pdf instead of https://<instance-name>/servicedesk/customershim/secure/attachment/10200/10200_test.pdf. Since Customer does not have access to JIRA, the attachment can't be accessed.

      Steps to reproduce:

      1. Customer create a new issue
      2. Agent adds an attachment and right click to copy the attachment link
      3. The URL will be https://<instance-name>/secure/attachment/10200/test.pdf
      4. Agent adds the attachment using this format[description of attachment|attachment link]

      Expected Result:

      • Customer should be able to access it without having JIRA application access

      Current Result:

      • Customer is not able to access it

      Workaround:

      • Use this format [ ^description.ext ] to add the attachment
      • The workaround above no longer works as even when linking the files in the chat; the file is pointing to https://<instance-name>/secure/attachment/10200/test.pdf (JIRA) and no longer point to Service Desk. For now if the customer wants to directly access the attachments; the agent have to manually provide the Service Desk URL instead; which is https://<instance-name>/servicedesk/customershim/secure/attachment/<ATTACHMENT_ID>/<ATTACHMENT_ID>_<FILE_NAME>

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              skarp Sarah Karp
              rsaputra Adven
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