Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2378

Attachments uploaded by JIRA Service Desk Customer end up in the secure attachment directory

      And therefore cannot be viewed even by the customer who uploaded them.

      To reproduce:
      1. Log on https://experts-jira.atlassian.com/servicedesk/customer/portals as a customer
      2. Open a ticket
      3. add an attachment (e.g. image)

      result: You cannot view the file. But agents can.

      Expected results: As the uploader, you should be able to see the files you and all other customers uploaded to the ticket.

        1. user portaledited.png
          73 kB
          Paul Bijlsma

          Form Name

            [JSDSERVER-2378] Attachments uploaded by JIRA Service Desk Customer end up in the secure attachment directory

            Thank you - this fixed the same problem for me. Much appreciated.

            Scott Fannen added a comment - Thank you - this fixed the same problem for me. Much appreciated.

            Thank you for the updates.

            Really happy that the issue could be resolved locally

            Matthew McMahon (Inactive) added a comment - Thank you for the updates. Really happy that the issue could be resolved locally

            Good morning Matthew,

            Atiqah in support managed to reproduce my problem. Turns out we had our comments renderer set to Default Text instead of the required Wiki-style. (probably inhereted setting from the shared comments field with older non-JSD projects - we've been using JIRA-server for years already, and doing a project to add JSD)

            After changing this renderer, attachments can be seen now in the comments by both agent and customer!

            thanks for the support!

            kind regards,
            Paul

            Paul Bijlsma added a comment - Good morning Matthew, Atiqah in support managed to reproduce my problem. Turns out we had our comments renderer set to Default Text instead of the required Wiki-style. (probably inhereted setting from the shared comments field with older non-JSD projects - we've been using JIRA-server for years already, and doing a project to add JSD) After changing this renderer, attachments can be seen now in the comments by both agent and customer! thanks for the support! kind regards, Paul

            Hi Matt,

            Just to let you know... I definetily can't get the attachements to work yet with 2.5.9, but am getting good support on my ticket SDS-9259

            About your question:
            "can you please tell me if the image attachment includes "/servicedesk/customershim" inside the url?"
            I am not sure what you mean... I cannot see the attachment at all on the user portal side, so there is also no URL of it.

            The URL of the ticket in userportal is: "http://<mydomain>/servicedesk/customer/portal/1/CSC-23624"
            The attachments inside the comments are shown as:"" in text.
            (I added a screenshot)
            As you can see, the attachement in the descption (added by the agent in JSD project) is visible to the customer in the user portal. For this attachment the URL is:
            http://<my domain>/secure/attachment/45731/45731_ac_logo_sp.jpg

            kind regards,
            Paul

            Paul Bijlsma added a comment - Hi Matt, Just to let you know... I definetily can't get the attachements to work yet with 2.5.9, but am getting good support on my ticket SDS-9259 About your question: "can you please tell me if the image attachment includes "/servicedesk/customershim" inside the url?" I am not sure what you mean... I cannot see the attachment at all on the user portal side, so there is also no URL of it. The URL of the ticket in userportal is: "http://<mydomain>/servicedesk/customer/portal/1/CSC-23624" The attachments inside the comments are shown as:" " in text. (I added a screenshot) As you can see, the attachement in the descption (added by the agent in JSD project) is visible to the customer in the user portal. For this attachment the URL is: http://<my domain>/secure/attachment/45731/45731_ac_logo_sp.jpg kind regards, Paul

            Hi pbijlsma and rliu38357166

            We are investigating again. It should have been resolved, but sounds like really need to double-check.

            On the troublesome issues inside customer portal, can you please tell me if the image attachment includes "/servicedesk/customershim" inside the url?

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi pbijlsma and rliu38357166 We are investigating again. It should have been resolved, but sounds like really need to double-check. On the troublesome issues inside customer portal, can you please tell me if the image attachment includes "/servicedesk/customershim" inside the url? Regards Matt

            I am on cloud install and I am seeing the same problem. Customer can't see any attachment agent uploaded or even if they uploaded themselves. The [^attachment] does not show any attachment either.

            I already opened a ticket on support.atlassian.com and waiting to hear back.

            This is a huge problem that needs to be resolved ASAP. Please let us know if there is a fix.

            Thanks.

            Robert

            Robert Liu (CA) added a comment - I am on cloud install and I am seeing the same problem. Customer can't see any attachment agent uploaded or even if they uploaded themselves. The [^attachment] does not show any attachment either. I already opened a ticket on support.atlassian.com and waiting to hear back. This is a huge problem that needs to be resolved ASAP. Please let us know if there is a fix. Thanks. Robert

            Hi pbijlsma

            This particular problem should definitely be fixed in 2.5.9, so it may be something else.

            Therefore, could you create a support ticket at https://support.atlassian.com?

            That way we can provide you with support specific to your circumstances and with higher security.

            The credentials should be the same as for this site (https://jira.atlassian.com).

            Thanks!
            Matt

            Matthew McMahon (Inactive) added a comment - Hi pbijlsma This particular problem should definitely be fixed in 2.5.9, so it may be something else. Therefore, could you create a support ticket at https://support.atlassian.com? That way we can provide you with support specific to your circumstances and with higher security. The credentials should be the same as for this site ( https://jira.atlassian.com ). Thanks! Matt

            after upgrading from 2.5.8 to 2.5.9 I still cannot see the attachechments in the customer portal. Regardless if attachments were uploaded by agent or customer.

            Paul Bijlsma added a comment - after upgrading from 2.5.8 to 2.5.9 I still cannot see the attachechments in the customer portal. Regardless if attachments were uploaded by agent or customer.

            mmcmahon I'm tagging JSD-2378's fix version as 2.5.9.

            Hoa Phan (Inactive) added a comment - mmcmahon I'm tagging JSD-2378 's fix version as 2.5.9.

            Tony Arous added a comment -

            We are seeing the same issue ever since upgrading from JSD 2.5.6 to 2.5.8.

            Tony Arous added a comment - We are seeing the same issue ever since upgrading from JSD 2.5.6 to 2.5.8.

              dtrinh@atlassian.com Diep Ngoc Trinh (Inactive)
              sbroda Stefan Broda (Inactive)
              Affected customers:
              3 This affects my team
              Watchers:
              13 Start watching this issue

                Created:
                Updated:
                Resolved: