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Bug
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Resolution: Answered
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Low
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None
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3.0.0
If you drag and drop an attachment into an issue, you get the "add attachment screen" where you can write a comment and select if you want to share with the customer or internally only.
If the comment box in the issue is selected when you do this, the attachment is added to the issue without the screen popping up and its added to the comment with wiki markup (which does not work very well).
Adding attachments via the "Resolve Issue screen" does not work either as it is only viewable to internal JIRA-users and not in the customer portal (or via mail).
Please make this work the same way in all instances. There shouldnt even be a separate screen for this.
If you add an attachment, it should be viewable both in email to customer, in the customer portal and in the issue itself in JIRA (unless its an internal comment). Its a SERVICE DESK! It is supposed to communicate with customers, why are attachments restricted???
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Hi there Stian,
Your observations are correct - when attaching files to an issue we open the Add attachment dialog, but when the comment/description box is focused we handle it differently. This is the expected behaviour.
In this second case (textbox is focused) when you add a file we skip the dialog and attach straight to the issue and then insert the wiki markup into the comment. We chose to do this because the most likely use case is that the user is writing a comment and wants to add the attachment to that comment. Popping up the dialog at this point would take them to a completely new context and wouldn't make sense in all cases (since you can add wiki markup to any wiki-editable text field on the issue such as the description).
As for the Resolve Issue dialog, it doesn't seem you can add new attachments in this dialog so feel free to raise another JIRA ticket for that functionality. I'll close this ticket but please let us know if you have more feedback.
Cheers,
Peter