I've tried all versions listed above without results (see screenshot).
screenshot
Current System:
JIRA Service Desk 3.0.4
JIRA Software 7.0.3
JIRA Core 7.0.3

UPDATE: The Comments field in the field configuration was using Default Renderer. Changing this to Wiki Renderer fixed this.

Same bug in 2.5.9. Please see attached image.

Sorry,
i had always used the Drag&Drop Plugin for uploading files which does not create a comment for a customer. Using "More" --> "Attach Files" works.

Hi,
when do you plan to fix that?

Currently there is NO workaround for sending attachements to the customer. We're are now sending E-Mails like before we introduced JSD.

Apparently this bug is back in SD 2.3.2 as attached here:

It happens for the SD Customers and not for those who has already logged in and have enough permissions. You can test it by copying the image link on browser that you have logged in in JIRA.

We are having this same issue in the latest release of SD. Customers can see images through the /servicedesk/customershim/secure/attachment/ links but not via /secure/attachment/

This is really annoying and costs us extra time every time we need to share a file with a customer, which is frequently.

We too are running into this issue more frequently as we increase our use of Service Desk for our IT Department. We aren't using using a pure JIRA Service Desk Permission Scheme because we have managers with "User" access so that they can use the JIRA interface to view and comment on others' tickets.

I request the the priority be bumped on this ticket, it does not seem to a minor issue.

We did follow the recommendation to switch to the JIRA Service Desk Permission Scheme, that is cool because our customers don't have access to the Create Issue button and the JIRA interface. They have to pass by the Service Desk customer portal. Great!

But now, the trick to use WIKI markups for the documents like csv or pdf formats won't work when a Service Desk Team Member does it, since they are uploaded to the protected side of JIRA.

In brief, it is a blocker for us, and start to be impatient about these rights issues, it is supposed to help us compare to emails only support. We had no choice, we started to look at other solutions then JIRA Service Desk.

I'll follow and voted for this issue in the meantime, hoping a quick resolution occur soon.

Much like Mark Rosenburg and Andy Soltani, my organization receives the error whenever a user tries to see an attachment through wiki-markup.
We did notice an interesting thing where the difference between what a user can see and what they cannot is based on who creates the comments and what link it sends them to.

When a user creates a wiki-markup link (which we don't want them doing but for testing purposes had them do), they can access the attachments. It sends them to a link much like the following:
http://jira.company.com/servicedesk/customershim/secure/attachment/70625/70625_bird.jpg

When a service desk member creates the wiki-markup, it creates the a link that users cannot see:
http://jira.company.com/secure/attachment/70625/70625_bird.jpg

The link sent in notification emails is simply:
secure/attachment/70625/70625_bird.jpg

The annoying thing is that we had this working for a few weeks now with the wiki-markup and after a JIRA restart, it has stopped working. We are not an on-demand customer.

I must say this idea of adding some magical text, "This attachment will now be visible to the customer [^attachment.pdf]", as a comment seems like a very strange solution. Why not make the feature intuitive and put a checkbox next to each attachment- "visible to customer"?

How does one change his mind and stop showing the attachment to the customer? "This attachment will no longer be visible to the customer [^attachment.pdf]"???

This is all pretty weird. Doesn't anyone feel a little embarassed about this feature?

-David

My organization has many use cases of attaching word and excel files which currently the wiki markup for attachments does not allow; I get the same error as Mark Rosenberg. The customer can see the link but is unable to download the file.