Hi,

I want to share the workaround I have develop for this bug.

I discovered that if the linked file is also linked in another comment without alias, the links with alias works.

With that info, I have created a Script Runner Listener on comment creation and comment edition of Service Desk projects.

If a public comment is created or edited, and that comment contains file links with alias, the script cretes a new comment only with the linked files, but this time without alias:

import com.atlassian.jira.bc.issue.comment.property.CommentPropertyService
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.event.issue.IssueEvent
import com.atlassian.jira.issue.comments.Comment
import groovy.json.JsonSlurper
import java.util.regex.*

final SD_PUBLIC_COMMENT = "sd.public.comment"

def event = event as IssueEvent
def user = event.getUser()
def comment = event.getComment()
def commentPropertyService = ComponentAccessor.getComponent(CommentPropertyService)

def isInternal = { Comment c ->
  def commentProperty = commentPropertyService.getProperty(user, c.id, SD_PUBLIC_COMMENT)
  .getEntityProperty().getOrNull()

  if (commentProperty) {
    def props = new JsonSlurper().parseText(commentProperty.getValue())
    props['internal'].toBoolean()
  } else {
    null
  }
}

if (comment && !isInternal(comment)) {
  String txt = comment.getBody()

  def files = []
  Pattern filepat = Pattern.compile("\\[.*\\|\\^(.*)\\]")
  Matcher m = filepat.matcher(txt)
  while (m.find()) {
    files << "[^"+m.group(1)+"]"
  }

  if(files){
    def commentManager = ComponentAccessor.getCommentManager()
    commentManager.create(issue, comment.getAuthor(), files.join("\n"), false)
  }
}

This way, the original alias link works ok.

I hope this may help.

Regards.

LOL. 

OMG They won't even fix the issue... 

All the issues with or without mentioning pipeline were linked here.
And now someone tell us that "you know, it's not your case" 

This issue deals with the case where a pipeline is used for the attachment. 

We have been working with Atlassian on a different situation where customer's get a 403 message but a pipeline is NOT used. The 403 occurs for some customers on some attachments. Atlassian has found what the new issue is and has created this issue for it, https://jira.atlassian.com/browse/JSDSERVER-6304

Briefly the situation occurs when 

• you have 50 or more customer facing comments
• add a new comment with an attachment which is shared with the customer, the customer will get the 403 when they try to access the attachment

The new issue has a workaround that can be done.

Same here. Images are not shown in portal, even if permissions are correct. Throws 403

Just notice this happened today on our Jira Service Desk installation. We are running 3.16.1.

March almost passed by and we're still waiting for a release.

Some images loaded correctly, some - failed with 403 error. JSD = 3.15.3

Chrome dev console shows error:

Failed to load resource: the server responded with a status of 403 ()

Even for Agents and Jira Admins

I am having a similar issue with 3.14.1.  A few of our customer-linked attachments give this error; most work fine.  They are accessible from the Agent view, but following the link in the customer view renders the 403 error.  Other attachments (or even another version of the same attachment) open just fine.

I just want to know when it will be "triaged" ?

It's seems that for unknown reason even files in new tasks are being deteriorated.

OMG I don't know how it's possible to ignore such a problem in service desk.