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  1. Jira Service Management Data Center
  2. JSDSERVER-6706

Sharing attachment with no comment does not make the attachment visible to customer via the portal

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      Issue Summary

      When adding attachment via the Agent View and when no comment is entered, even though the Agent presses 'Share with customer' button, the attachment does not become visible to customer

      Steps to Reproduce

      1. Login to JIRA Service Desk 4.5.2 via portal as a customer, create a new case
      2. From another browser, login to the same JSD as Agent, locate the case logged by the customer in the step above and upload an attachment either via drag and drop, or via the 'browse' option Don't add any comments, just click "Share with customer" button

      Expected Results

      The attachment should become visible to customer via the portal

      Actual Results

      The attachment is not visible

      Workaround

      Option 1a: For new attachments, add any comment before pressing "Share with customer" button.
      Option 1b: For new attachments, add them by opening the ticket from the customer facing view
      Option 2: For existing attachments, reference the attachment in a new public comment via the wiki markup [^filename]

      Additional notes:

      This happens only in JIRA Service Desk 4.5.2 onwards, JSD 4.5.1 doesn't seem to be affected

        1. image-2020-01-20-08-58-51-181.png
          image-2020-01-20-08-58-51-181.png
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          Form Name

            [JSDSERVER-6706] Sharing attachment with no comment does not make the attachment visible to customer via the portal

            Ivan Klarić added a comment -

            Hi,

            Im facing this issue on the JSM 5.16.0 Data Center.

            Kind regards,
            Ivan

            Ivan Klarić added a comment - Hi, Im facing this issue on the JSM 5.16.0 Data Center. Kind regards, Ivan
            Chung Park Chan made changes -
            Affects Version/s Original: 4.5.1 [ 89600 ]
            Julien Rey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 494719 ]
            set-jac-bot made changes -
            Fixed in Enterprise Release/s New: [Download 4.5|https://confluence.atlassian.com/enterprise/atlassian-enterprise-releases-948227420.html]
            Aidan Goldthorpe made changes -
            Fix Version/s New: 4.5.4 [ 91296 ]

            Aidan Goldthorpe added a comment -

            Hi patrick.albrecht,

            I believe this bug has actually been fixed in JSD 4.5.4. as well, and I've updated the fixed versions to reflect that now.

            Regards,

            Aidan

            Aidan Goldthorpe added a comment - Hi patrick.albrecht , I believe this bug has actually been fixed in JSD 4.5.4. as well, and I've updated the fixed versions to reflect that now. Regards, Aidan

            Patrick Albrecht added a comment -

            Hi,

            Could this fix please be considered for the current Enterprise release (4.5.x)? We're affected by this bug and would like to get the fix without an upgrade.

            Regards,
            Patrick

            Patrick Albrecht added a comment - Hi, Could this fix please be considered for the current Enterprise release (4.5.x)? We're affected by this bug and would like to get the fix without an upgrade. Regards, Patrick
            Sven Laanela (Inactive) made changes -
            Fix Version/s Original: 4.7.2 [ 91490 ]
            Sven Laanela (Inactive) made changes -
            Fix Version/s Original: 4.5.4 [ 91296 ]
            Akmal Harith (Inactive) made changes -
            Affects Version/s New: 4.7.1 [ 91399 ]

              agoldthorpe Aidan Goldthorpe
              soslopov Sergey
              Affected customers:
              5 This affects my team
              Watchers:
              21 Start watching this issue

                Created:
                Updated:
                Resolved: