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  1. Jira Service Management Data Center
  2. JSDSERVER-1769

Attachment links are directing to JIRA instead of Service Desk

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Medium Medium
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    • Customer Portal
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      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Summary:

      Adding an attachment link to a comment used to link the Service Desk attachment link https://<instance-name>/servicedesk/customershim/secure/attachment/10200/10200_test.pdf instead of https://<instance-name>/secure/attachment/10200/test.pdf. Since Customer does not have access to JIRA, the attachment can't be accessed. This is related to https://jira.atlassian.com/browse/JSD-1726 where the workaround provided is to use [^test.png] instead of [description of attachment|attachment link] .

      Steps to reproduce:

      1. Agent adds the attachment using this format [^test.png]

      Expected Result:

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

      Current Result:

      • Customer is not able to access it.

      Workaround:

      • 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>

            [JSDSERVER-1769] Attachment links are directing to JIRA instead of Service Desk

            Kha Nguyen (Inactive) added a comment -

            This issue is a duplicate of JSD-1361. Please follow that one instead

            Kha Nguyen (Inactive) added a comment - This issue is a duplicate of JSD-1361 . Please follow that one instead

            Cheryl Childs [Dreamsmiths] added a comment -

            The workaround involves the agent manually building a link, amending it to reference the attachment in the ticket, and sending it on to the customer. If the customer clicks on the link and they are NOT logged in, they are taken to a JIRA login page (ie, not the Portal login page), and if they log in they then see an error telling them they do not have permission. If the customer then clicks on the attachment link a second time, it opens - as they are indeed logged in, despite the error.

            This is not ideal in any way, considering that this is a customer-facing product.

            Please can this urgently be attended to?

            Cheryl Childs [Dreamsmiths] added a comment - The workaround involves the agent manually building a link, amending it to reference the attachment in the ticket, and sending it on to the customer. If the customer clicks on the link and they are NOT logged in, they are taken to a JIRA login page (ie, not the Portal login page), and if they log in they then see an error telling them they do not have permission. If the customer then clicks on the attachment link a second time, it opens - as they are indeed logged in, despite the error. This is not ideal in any way, considering that this is a customer-facing product. Please can this urgently be attended to?

              knguyen@atlassian.com Kha Nguyen (Inactive)
              vchin Vincent Chin (Inactive)
              Affected customers:
              0 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: