Is it possible for external-facing customers (Customer Portal) to view all attachments in a ticket in one consolidated area, i.e., "Attachments" field? 

Hi, i can't even add comment field to screen, and what should i do? 

Hi @Najib,

I've had the same problem for months when eventually I found the reason for this:

As Admin go to Issues > Fields > Field Configurations

Choose the field configuration related to the project that you are having a problem with, Find the Comment field. Change the renderer from to [Default Text Renderer] to [Wiki Style Renderer] . This made my attachments show as URL or proper images within the comments.

Why do we need to use another add-on that you have to pay for so that customers / users can see the attachment embedded in a comment? Our users cannot see the attachment in Customer Portal or the notification email. Seems pretty odd given that attachments are important for support diagnostics and resolution.

We use Extension for Jira Service Desk to display attachments on the customer portal.  Note, they have to be shared via comments for them to show up in the portal.

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

If we attach a attachment to a incident it's not visible in the customer view. 

Only text for example: [^Test logs.zip] (6.63 MB) but no attachment visible.. 

Can somebody help with this?

@jrandall can you please provide a link to the correct add-on

if I use Jira misc extensions and enable show attachments on the customer portal I can see attachments. however the attachment has to be embedded as a comment for it to be visible.

Still having the same problem (in portal view ) in Service Desk 3.12.2.

Hello. Version SD 3.11.0 Field style for comment and describe - wiki style. But when clients attache files, they looking for client like a . 

What can i do for resolve it?

Hi

Can you please confirm in which version of Jira this is fixed? We are running Jira software 7.9.2 and service desk 3.12.2 and the problem remains.

it works now i think you have solved the problem 

have a nice day and thank you for all

This should not be closed. Our JIRA agents and collaborators should be able to add attachments in JIRA Service Desk without having to open the Customer Portal to do it.

Hey guys,

Have you tried changing your Comment/Description field renderer on the Field Configuration ?

I had the same issue, but changed the field configuration to a wiki renderer instead of a text renderer and it worked.

Hope it helps

Same problem. We would like to have this fixed too. 

Same issue, need this fixed ASAP. 

Same problem. We would like to have this issue fixed, too.

I agree 100%

This should be defined as a bug for your Jira Service Desk server. It should not be resolved just because you have provide an workaround. please reopen this and fix this issue at the root instead of just giving a workaround.

I couldn't believe this was closed and was told it was an "expected behavior".  If a comment is added with an attachment by clicking on "Share with Customer", the attachment should follow.  This really needs to be re-opened. 

Agreed, we have a large customer base and we cannot expect our customers to always do this. it's a big frustration.

We would also like a fix for this issue. 

This workaround is not a solution. Please reopen and solve this ticket.

I agree, this should be reopened and fixed asap. Don't sell workarounds as features. Most customers we serve communicate solely by mail and for good reasons won't go to the portal

Not sure why this is closed, this is a big miss. Other enterprise ticketing systems allow attachments. Is someone taking a look for a real resolution and not a work around?

I agree, this is a big issue, and needs to be resolved. Please reopen this ticket, We should be able to attache spreadsheets or any documents we need to send to the client!

Plus the fact that we can attach documents which clients cannot see/access is confusing for everyone.

Thanks

Seeing the same issue, does not appear to be resolved Change to wiki renderer solved it for me

The same applies for us there is no interaction possible with our internal customers. Is there any update? Thx

Why this suggestion is closed? We can't interact with our Customers becuase they don't see any attachments.

For me this is a BUG, and very important.

Could you respond?

I just came across this too after customer informed they could not open the Excel attachment. This is basic SD functionality. Any update on this? Is this fixed in some other issue or why is this one closed?

This is a big issue. We are a helpdesk and we send attachments of images all the time. Now we have to either put the image attachment in a word document (which the word link works btw), or email the person separately to give them the attachment, which defeats the purpose of having a service desk tool. This is by design? Seriously??? I can't even see the image attachments we make in comments as part of the portal page. Please fix this ASAP.

This should be basic functionality. I am also asking for this to be reopened and fixed. This isn't some free software, I pay for this.

copy the link of the attachment and past it on the comment field. Customer can view the link and download them.

Only came across this after the client started complaining. It's nuts that I can't share screenshots with the customers.

Also facing this issue and it´s pretty annoying. Please reopen it

We are still facing this very critical issue. Please reopen this ticket!!

Also facing this issue and it´s pretty annoying. Please reopen it

We are facing the same issue. We use JSD on cloud.

Please reopen this issue.

Can't vote for this as issue is closed. Attachments should be visible to customer's by default.

@Oliviu and @Zans, this is happening due to the renderer. Change the comment renderer in service desk to wiki style and it should be resolved.

I agree. This is kind of a dealbreaker for our agents and customers. Please reopen and resolve.

Can we reopen this ticket ???
The workaround is not an acceptable solution.

Hi,
The issue is not closed in my Service Desk.
Please, I need any response because its very importan this request
Thanks
The customers can not see attachements within Customer Portal

Other attachment

Hi,
The issue is not closed in my Service Desk.
Please, I need any response because its very importan this request
Thanks
The customers can not see attachements within Customer Portal

This is not working for us yet.

For the workaround, when inserting an image via a comment, it only inserts a thumbnail and the customer can't see the full size image. However, if the agent posts the link to the image, the customer can click that.

Hello,
The issue is not closed in my Service Desk.
Please, I need any response because its very importan this request
Thanks

The customers can not see attachements within Customer Portal

Almost every week i receive from users/agents those "small bugs" who drain my energy to solve it...
The option with the add attachements via Customer Portal it's so low... (even if i recomend to use it)

Came with a fix, please.

Hello,

personnaly the issue is not closed in my Service Desk.

if I use the invocation pattern [^Mydoc.extension] in comment.
In the portal I have just the pattern text. No link.

EDIT: A better workaround for us, but breaks flow, is to use the "View customer request" link in the service desk sidebar and add the attachment via the Customer portal. This is not an obvious solution and seems inefficient. It is, however, better than elevating a "Customer"/portal user to a full-blown JIRA user, just to provide visibility to internally-attached items.

Another upvote.

From an internal customer of ours:

Re: Develop utility to create customized 1-for-1 traveler/job sheets for E2 Work Orders

I cannot find any attachment on this page. What are you waiting on from me? I am happy to help if needed.

Stunned that something as simple (and obvious) as attachments are not supported in the customer portal. Pictures are worth a 1,000 words and all of that...

My unsustainable work around is to add this "customer" as an internal user (which defeats the purpose/intent to leverage the favorable Customer licensing model).

Am shocked this was not possible, when a member of my team queried why a customer couldnt see an attachment (which has caused days of delays) i was shocked to discover the customer really couldnt see it.

Sort it out atlassian, and start listening to your customers... large and small.. and we are a large one that pay a hell of a lot for your license fees, the number of hacks i've had to do already, its getting frustrating.

It seems we can not upvote this request and I've yet to see Atlassian provide a concrete answer on when or even if they will address this huge service desk deficiency in the numerous questions and issues regarding it. As others have said, the attachment markup approach is a WORKAROUND, not a solution.

Why isn't Atlassian listening to its customers? Is this problem that difficult to solve? Do you understand the importance of such a core function for service desk product?

The wiki markup is not a good solution. If you try to open the link in outlook, it is formatted incorrectly and will be unavailable to open. Same with the service desk portal. It works in Exchange OWA.

Atlassian should add an option in an issue when you add an issue (and to already added attachments) if you want to make it visible for the customer aswell or an "Include in this comment" box, so when you comment on an issue it will also attach the attachments you've selected to mail sent to the user and make it available on the service desk portal.

As we are growing pretty rapidly this function is becoming more and more missed. This is functionality that we had in our previous service desk which was a much more basic system then JIRA is.

Viktor,
until Atlassian provides a permanent mechanism, you can try this free addons, works pretty good.

https://marketplace.atlassian.com/plugins/com.atlassian.jira.plugins.jira-dnd-attachment-plugin

https://marketplace.atlassian.com/plugins/tr.com.solveka.jira.solveka-jira-drag-drop-files?utm_source=marketplace&utm_medium=email&utm_campaign=notification&utm_content=newversion

Thank you Craig, I've updated my original question.

If you add this comment [^documentname.docx] it allows the users to see it.

How is this resolved? I need to attach manuals that will help our users to solve their problems. Long term plan is to put those onto Confluence wiki page, but that is still few months away...

Update.

OK, I understand now that I can wrap file name in [^], but surely this is not a viable long term solution. I suggest a mechanism gets implemented that would allow agents to select attachments that are visible to their customers.

Didn't realize it was a completed task . But i do not see a Resolution log for it .

Hi Atlassian ,

We are having the same issue where the Customer's cannot view the attachment's added by the agents . This is doubling the effort for customer responses and limiting the functionality of the Customer Portal .