When the system sends a mail to a customer with an attachment link and it cannot be opened, leads this to be considered a bug and not a new feature.
We're working with external customers who won't get access to our systems due to security regulations, and mails are the only way to handle their requests.
Having the option to attach the files to the mails would fix this problem, and make JSM usable in a full scope

There are multiple add ons that can do this basic functionality, so it is not like this can't be done, what is the reason that this has not been implemented? Adding links that require the customer to log in is not a solution.

We would prefer email notifications with attached documents instead of embedded links. Appreciate if this feature will be available soon.

Please consider implementing this feature, this is very important for our business. Thank you in advance!

Yeah this is wild and really hard to explain to end users. It's extremely bad for convincing users to utilize JSM at our organization.

I would love to see this get addressed. It seems like a gap in functionality because you can configure your Jira account to be public such that any user can submit requests without having an account. Jira uses email relay, so allowing any user to submit a request and receive a full reply unless that reply includes an attachment is confusing.

We use JSD to manage requests from users who are external to our company, and we occasionally need to send files over to them for review. What's odd is that we don't run into this issue with every file type. We can attach images without running into this issue, but not PDF files. It's doubly confusing for end-users, because they can send us PDF files. Up until now, we thought something configured by their email service provider was causing this issue, but it turns out, this is on us/Jira.

@the loop team: I really recommend having a look at Jira E-Mail This Issue, since it completely solves the problem of this ticket.
I absolutely agree: it's annoying that such a requirement has to be solved by an add-on and does not come as builtin solution. However, if configured correctly, JETI does exactly what you'd expect:

• it will send a mail with the selected file(s) attached
• the mail will look exactly the same as if you hit "comment" (if you take some time into setting up the outgoing mail template in JETI)
• you can select if the sent mail should be added to the ticket as internal or public comment (thus keeping the whole conversation of the ticket inside of it)

Especially if sending files only concerns 5% of your work, I would give it try. Pressing one additional button in JSM in order to send mails with attachments still sounds like less work than the workaround you're currently using.

Also I would like to add: Even if I personally don't like the approach of having to log-in to see and download files (it's just stealing so much time...!), it definitely helps to not flood the mailboxes of the request participants of a ticket. Especially in environments where a lot of people are "put on CC to follow up the conversation", sending an attachment while commenting would send the attachment to all people involved. I understand that this heavily depends on the use case and can not be generalized - still I like the idea of keeping inboxes clean and asking customers to login to download the corresponding file first. (Every person involved can then decide if they need to download the file or not...)

Good luck and have fun with the implementation!

We have just discovered this limitation.  Whilst we don't send attachments from our Service Desk that often (perhaps one in thirty tickets) it's baffling and a bit stupid that our customers need to log in to download the attachment.  The user experience is horrible, unique and bad by design.

Here's what we do to 'get around it for now' -

We process incoming tickets out of a Google Apps mailbox (incoming emails are processed by SD) and  so when we need to attach a file we close the ticket in the Service Desk (without an attachment) and then jump in to the Gmail webmail and send the attachment separately.  Bonkers right?  Well, that's what we have to do until Atlassian fix this.

Had I known that attachments cannot be sent, I would not have signed up for JSD.

It was a shocking discovery....

Why is this ticket still open and the issue not fixed?

Beware potential new clients - you cannot send attachments to service desk customers - it will ask them to sign into Atlasssian to retrieve the attachment, and cause all sorts of confusion.

It's bizarre that a service desk does not allow this!

PLEASE Atlasssian - read this, fix this, help your customers!

This is baffling; OSticket allows for this functionality and its free.

I think we will be leaving Atlassian all together soon enough.