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.

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.

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 .

Besides when Customer receives the email notification, the file isn't added but it's just link and you must be login to the portal in order to download the file ... Same problem for images ... JSD 2.1.1

Hi JIRA Help Desk

This is becoming everyday critical for us and we are unable to move out existing / new customers to Jira .
Attaching files to customers is part of our everyday tickets - Kindly look into this urgently and provide solution

I am not sure why status of this job is "DONE" as I clearly don't see solution on this
Regards Shelly

Hi All,

I believe I'm having a similar issue.

• In Customer Portal:
  • Customer can attach files, and see those same files
  • Customer CANNOT see files attached by Agents

I also tried making the customer a Collaborator AND an Administrator – same result – can ONLY see files attached by self, NOT those attached by support view / agent view.

@Stian : yes we are using Outlook and Ooutlook 360, but even through the customer portal we have the same issue...
@ Atlassian : why not manage attachments like comments with a little padlock ?

@Stian : yes we are using Outlook and Ooutlook 360, but even through the customer portal we have the same issue...
@ Atlassian : why not manage attachments like comments with a little padlock ?

Mathieu: Are you using Outlook? I had the same experience and it seems Outlook formats the URL to the attachment incorrectly. I can open then via webmail or through the customer portal.

Thank you SO much sharing the the issue with grey JSD reports. I've been scratching my head for weeks over that one!

This issue needs to be fixed by Atlassian. Attaching files to customers is a native and must have functionality in any service desk!

Cant this be easily fixed by automatically "tagging" the attachment the same way as it is when added through the customer portal for all issues in a service desk?

OMG Thx Mathieu for sharing "it make all our JSD reports grey", we have open a ticket to atlassian support ...

hi all,

I tried Solveka add on but it does not work for us : custmer can not access to the folder where the attachments are stored, and it make all our JSD reports grey (I have no idea how it can impact that)...
It is really a big problem for us...please fix it ASAP !!!

Solveka add-on is working fine with our Service Desk installation. We definitely recommend it.

Hi All

The offered solution is not going to work with our customers. How do I embed PDF into the comment ?
Regards Shelly

This seems like a bug to me as well, instead of a 'missing feature'. Attachments work FROM the customer but not TO the customer? Except there is a file attchment box built right in the respond screen. As one of my service desk agents mentioned "why is it there if it doesn't work?". Why indeed.

So many service desk instances require attaching files to the customer. Going outside of the service desk to attach files via email sort of defeats the point.

We wanted to roll service desk out to many of our other departments but this is a big problem. Since we're a cloud instance, the add in doesn't work for us either. Some developer help on this would be great.

Please give https://marketplace.atlassian.com/plugins/tr.com.solveka.jira.solveka-jira-drag-drop-files a try

Hi
Do we have any update on my last comment please?
Regards Shelly

Hi imane.assoud,
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!
JIRA Service Desk Product Team

Hello Guys,

We have the same problem for our customers who cannot see attachments provided by the support team, which is really frustrating for them. I do not think this has changed in the latest version of JSD, can you please confirm?

Best regards,
Imane

Hi There

Please note the offered solution does not work with our clients. We upload files like log files / user guides etc via JIRA for our customers to see via Portal . But having to add them in the comment itself ???? It can go upto 10 pages of user guide with screen shots etc .

Please provide permanent solution for this
Regards Shelly
Travel Bytes

Will there be a feature in the future to do this in an automated manner. Wiki markup is ok but not very user friendly for agents.

Would be nice to have an option next to an existing attachment to "embed" in a comment.

Hi,

I was reading this https://jira.atlassian.com/secure/WikiRendererHelpAction.jspa?section=attachments
it perfectly works for .jpg and images but I don't see how to show my .doc or .docx or .xls

I really need my clientes to see the documents I attach for them.

Thanks for the support.

That is correct Andy.

Yes! So the thing holding my specific use case of attaching files via wiki markup (excel and word/pdf) is the bug that these are not accessible from wiki markup for customers to view. This is the bug I am referring to: https://jira.atlassian.com/browse/JSD-643

Thanks!

andys1,

All attachments are available (via direct HTTP request) to any logged in user with appropriate access to the ticket. If an attachment is placed on a ticket via the Agent view or JIRA's native issue view, then the customer will not have a way to get the link for this attachment, nor will they know of it. Unless it is exposed to them via a direct link, or embedded via markup in a comment.

Does that make sense?

Cheers,
Boris

Hi Shihab Hamid [Atlassian],

Does 1) mean that we currently have the ability to make an attachment "internal" or "external"? Or this is in the works, via JSD-610?

Thank you for listening to us. I look forward to the proposed improvements being implemented.

Thanks for your feedback on this issue!

We can certainly see these comments and suggestions on issues even after they are closed. We also understand that this is an important aspect of the service desk for many of you.

To clear up some potential confusion, let me explain a little bit more about where our thinking is at with attachments overall:

1) Should there be some security control on whether attachments are viewable by in the customer portal?

We have certainly seen and heard many use cases of customers wanting / needing the capability to control individual attachments and their visibility in the customer portal. In fact, JIRA itself had many similar requests (eg. JRA-6185). Now that we have a completely separate customer portal, we apply the same philosophy to attachments like we do to comments. We can now provide our customers a way to control which attachment is deemed "internal" and "external".

2) Where should the attachments appear in the customer portal?

In the JIRA interface, we have made attachments a standalone section which lists all attachments. However, we have found that this approach lacked context for many customers using it for a service desk interaction, especially when there is significant back-and-forth conversation in an issue. For example, when there are many similarly named log files - it becomes difficult to understand which was the latest one to look at. The filename (in combination with the date added) can alleviate some of this, but we believe a better approach to how we display attachments is to treat it as part of the conversation in the comment stream.
Based on these two considerations, we have built attachments in the customer portal to leverage the way comments work. Attachments appear only in comments because they can give context to why the attachments are there. Attachments are controlled in terms of visibility by the security level set on the comment. However, in the current implementation, we have not done a good job explaining in the JIRA interface when attachments will become visible to users in the customer portal, and admittedly, the experience to do this can be significantly improved - requiring wiki markup, etc.

So, moving forward, we believe the correct way to address your concerns is to significantly improve the experience for attaching an image and have it displayed alongside a customer visible comment. We have plans to address this and are tracking this on JSD-610. Please vote for and watch this issue for updates.

Cheers,

Shihab

I had an audio conference with 3 people from the service desk team at Atlassian yesterday and re-iterated my frustrations that this (and several other related) issues never get any attention, despite the large number of comments and votes they receive. I didn't get anything reassuring in response "we take all requests seriously, evaluate them and agree and work on the ones that will deliver the biggest value" etc etc etc

this is a real show stopper! fix this ASAP!

We're all just whistling in the wind here, since Atlassian has "answered" this issue, and noboby is listening any more... Does anyone know who the product manage for JSD is? Maybe an email to him or her will wake someone up...
-David

This is a show stopper for us. It is crucial that we can communicate to clients by passing attachments back and forth by using the simple "Attach File" and not some convoluted wiki markup command (which no one will remember or get right)!

"answered" btw is not a helpful status, it would be better that it says "won't fix", we all know what that means.

adm.jira@lantiq.com, the answer is "no". My comment is urging them to reconsider this.

I don't actually know if comments will be even seen, given that this issue is marked as "DONE", but I've sent an email to shamid@atlassian.com asking about this.

This issue is resolved as "answered", but what exactly is the answer from Atlassian? Is it hidden somewhere in the issue?

The answers from Atlassian seem to door blocked. They have a dogma : attachement upload is by default confidential in JIRA.
So, let Atlassian hear that such simple ideas could soften their user's anger.

Sorry, you're right.

Yes - that would be useful, but not as useful as just solving the problem and making attachments visible irrespective of whether they were attached via the portal or via Jira. Our users were staggered when they realised this limitation.

You didn't understand me, and you didn't open the link.

The idea is not to upload a file with Drag & Drop. The idea is to automatically insert wiki markup in the textarea, when dropping the file preview on the description. When the attachment is already uploaded & shown on the right side of the screen, allow to drag it to the textarea and insert the correct formatting, quite simple UX gesture.

We already use the drag and drop add-on to do exactly this - works really well (except for dragging emails from Outlook)

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

Upload to Jira. Drag to insert to textarea. Easy ?

Just to add my stone to what could be seen as a pyramid, a drag & drop interface from the attachments to the main textarea could solve the all thing. You drag the attachment means you want to show it, the wiki text inserting filename & markup is done through a simple Jquery insertion...
Please, don' tell me that no one at atlassian already thought about that ?

To be sure that all the readers here see what I mean, this is a 2008 jquery demo, have a look at "Drag to insert"
[http://skfox.com/jqExamples/insertAtCaret.html]

+100

Big limitation, and no sensible use case for designing it in this way. Attachments should be visible regardless of whether they were attached via portal or directly in Jira. You wouldn't do this with any other attribute of an issue (e.g. adding a comment), so why do it with an attachment (except because of technical limitations - if this is the case, just say it)

We do not plan on making all attachments "customer visible" by default.

With respect, but why are attachments not going to be visible for customers by default?

The Service Desk is meant to be a simple interface for customers to use when submitting tickets. When someone attaches an image to a ticket from outside the Service Desk interface using "Attach Files" – with its nice, easy-to-use UI – it's counter-intuitive for the reporter not to be able to see that attachment by default. Having to remember the frankly arcane format for making attachments visible goes against what seems to be the purpose of the nicely created interface.

Please can you reconsider making attachments viewable to customers? Or at least add a checkbox to the "Attach Files" interface that makes this optional?

There are a few different issues listed on this ticket and it might be best to split them out:

1. The original request is to allow service desk team members to mark attachments on a JIRA issue as "visible to the customer". This is something you can already do by adding a comment and including the attachment using the following wiki-markup syntax:

This attachment will now be visible to the customer !attachment.jpg!

We will be marking this issue (JSD-43) as answered. We do not plan on making all attachments "customer visible" by default.

2. There is a known bug that prevents the marking non-image attachments visible: JSD-643

The syntax for non-image attachments in wiki markup is:

This attachment will now be visible to the customer [^attachment.pdf]

But this currently does not allow customers to download the file. Please vote for and watch JSD-643 for updates on this particular bug.

3. andys1 regarding your problem with adding a comment via email, could you please raise a support request on http://support.atlassian.com/ so that our support team can find out more about your specific configuration and help diagnose the problem.

Hi Suzanne,

Thank you for the follow up. Would adding any of the permissions you have provided for your service desk customers solve my issue here? The only one I imagine could be relevant is ability to edit own comments.

My Service Desk version is JIRA Service Desk v1.2.7-20140619_001345.

Thank you!

Our organization is currently experiencing a larger problem with service desk: the inability for a service desk customer to reply to their jira notification email and have it show up on their ticket. Currently they must login and comment directly on the ticket, whereas their strong preference would be to simply reply to the email and have it create a comment on their ticket. Any help to solve this issue would be greatly appreciated.

Thanks for all your help!

Mark,

We're using JIRA Service Desk 1.2.6

Hi Andy, apologies it took me so long to respond; I was on vacation. We have a commercial license for JIRA and JIRA Service Desk.
Our Service Desk users have permissions to the following:

• Browse projects
• Create issues
• Assignable user
• Close issues
• Add comments
• Edit own comments
• Create attachments
• Delete own attachments

once again massively disappointed by the service desk product. rolling out a 'feature' that is considered by most users as a bug is not good. i.e. yes there is the case when attachments shouldn't be shared, but that is the exception, not the rule. at the end of the day, the service desk is a placeholder for conversation with the stakeholder, we are creating clone stories to keep all the dev talk separate.
because of issues around notification (lack of) customisation and lack of attachment, my organisation's stakeholder have a very negative image of atlassian as it is creating a poor user experience compared to free services such as basecamp.
i absolutely want/need a ticket management system that works for devs, but also something that works for business, and service desk is failing to provide that.

any idea on an ETA if any?

Hi Everyone,

I am using on demand, just like Mark. Suzanne, I have my test users and customers in the jira-user group and the service desk customer project role only. The only permissions I have for the external users is "Service Desk Customer - Portal Access" for Browse Projects, Create Issues, Add comments, Create attachments, and delete own attachments.

Please let me know if anything here sounds wrong or missing.

Thanks so much for all the help!

I got the same issue as Andy. My users can see the attachment but gets the error when they try to download it. I'm using on Demand. Suzanne, what version are you using?

Atlassian, on another note could you please update your help page for Wiki Renderer Attachments. Does not talk about [^filename.ext] and so pretty sure this is why I missed this great feature to begin with.

Andy, I just tested this again and was completely able to open up the attachment, even logged out of our network. I don't think this is a permissions thing; the only permission my test user has is the following:

• group: jira-user (ability to access JIRA)
• project role: Service Desk Customer

andys1 you can also use https://marketplace.atlassian.com/plugins/com.atlassian.jira.plugins.jira-wiki-editor for agents to have more user friendly wiki markup editor.

Hi Everyone,

Update on my end: I discovered that my comment and description fields had the default text renderer and I changed the renderer to wiki style renderer. Now I can comment using the [^test.xlsx] format and this creates a link. Within JIRA for our internal users, we are able to click and download the file successfully from links in the comments. However from the customer portal, the customer is able to see the link but upon clicking the link is shown an access denied page. Here is the exact text from the access denied page: "Access Denied
It seems that you have tried to perform an operation which you are not permitted to perform.
If you think this message is wrong,

."

If the customer right clicks and saves as the file has an error as well and does not open.

Is there a permission the customer must have to open these types of links/attachments? Currently our customers only have permission to create and delete attachments, browse the project, create issues, and comment on issues.

I appreciate any and all help you can provide! Thank you so much.