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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Atlassian Update – 10 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      We will be closing this suggestion as it is duplicated by JSDSERVER-3371 which has a significantly higher number of votes and comments. Please vote for and watch the other ticket for future updates.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Service Desk currently allows to display image attachments embedded in the notification emails that are being sent from Service Desk.
      Non-image files however can not get embedded.
      In these cases, a customer is required to have access to the portal in order to fetch the files in question.
      In certain situations, it will not be possible for customers to reach the portal, and all Service Desk functionality will go through email instead.
      This can happen both when the customers environment does not allow access to outside networks, or if the network where JIRA Service Desk is hosted does not allow incoming traffic from outside the network.

      Note

      File attachments on mail servers often are subject to a size restriction. If there is a mismatch between the size that Service Desk allows to get attached, and the mail server allows to process, there could surface some issues

          Form Name

            [JSDSERVER-3575] Embed non-image attachments files in the notification email.

            Atlassian Update – 10 March 2021

            Hi everyone,

            Thank you for your interest in this issue.

            We will be closing this suggestion as it is duplicated by JSDSERVER-3371 which has a significantly higher number of votes and comments. Please vote for and watch the other ticket for future updates.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 10 March 2021 Hi everyone, Thank you for your interest in this issue. We will be closing this suggestion as it is duplicated by JSDSERVER-3371 which has a significantly higher number of votes and comments. Please vote for and watch the other ticket for future updates. Kind regards, Charlie Jira Service Management, Server & Data Center

            Six months later....¿any advance?

            Jorge Marco added a comment - Six months later....¿any advance?

            Hello all,

            We are now evaluating potential solutions for this.

            Whilst I’d like to give you a clear timeframe for when we can deliver this, unfortunately, I cannot make such indications at this time yet. We’ll keep you posted as we progress.

            Thanks again for your patience, 

            Vineet Gandhi

            Product Manager - Jira Service Desk.

            Vineet Gandhi (Inactive) added a comment - Hello all, We are now evaluating potential solutions for this. Whilst I’d like to give you a clear timeframe for when we can deliver this, unfortunately, I cannot make such indications at this time yet. We’ll keep you posted as we progress. Thanks again for your patience,  Vineet Gandhi Product Manager - Jira Service Desk.

            You can send emails with all attachments embedded (inline and regular) using our AddOn Raley Email Notifications

            This article explains what's possible in more details: https://wiki.raleyapps.com/display/RAL/Sending+attachments+with+notifications+from+JIRA+issues

            Vladimir Horev [RaleyApps] added a comment - You can send emails with all attachments embedded (inline and regular) using our AddOn Raley Email Notifications This article explains what's possible in more details: https://wiki.raleyapps.com/display/RAL/Sending+attachments+with+notifications+from+JIRA+issues

            Please change this from suggestion to bug. It is not an optional thing to attach files to an email message.

            Benjamin Hackl-Blaimschein added a comment - Please change this from suggestion to bug. It is not an optional thing to attach files to an email message.

            There's a great need in this feature for many companies, including ours. Email is a primary channel for our service desk and no user is happy with going to the portal, entering a password (struggling with captcha too!), browsing the portal trying to figure out where the attachment is...  

             

            Alla Vinogradova added a comment - There's a great need in this feature for many companies, including ours. Email is a primary channel for our service desk and no user is happy with going to the portal, entering a password (struggling with captcha too!), browsing the portal trying to figure out where the attachment is...    

            Another basic functionality point that appears to be overlooked.
            It’s becoming more and more difficult to garner adoption within my company without this ability.
            The common theme being "If it’s easier to do what we want via email, then we will just keep using email".

            Jake Sommer added a comment - Another basic functionality point that appears to be overlooked. It’s becoming more and more difficult to garner adoption within my company without this ability. The common theme being "If it’s easier to do what we want via email, then we will just keep using email".

            1. Yes, that´s the idea.
            2. I agree that´s a good solution to avoid the size restriction problems.

            Roger Oberg added a comment - 1. Yes, that´s the idea. 2. I agree that´s a good solution to avoid the size restriction problems.

            To clarify, is this refering to say referencing a PDF attachment inside a comment, then it would be good for that PDF to actually get attached to the outgoing email?

            From the final comment in the description, would something like this require a specific / configurable attachment size limit to avoid issues, and if the single attachment / total attachments is over that limit, then they are not added to the attachment and as now, will need to download from the server (link in notification)?

            Matthew McMahon (Inactive) added a comment - To clarify, is this refering to say referencing a PDF attachment inside a comment, then it would be good for that PDF to actually get attached to the outgoing email? From the final comment in the description, would something like this require a specific / configurable attachment size limit to avoid issues, and if the single attachment / total attachments is over that limit, then they are not added to the attachment and as now, will need to download from the server (link in notification)?

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated:
                Resolved: