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Bug
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Resolution: Fixed
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Low
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4.6.0, 4.6.1, 4.7.1
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4
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Severity 2 - Major
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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
- Login to JIRA Service Desk 4.5.2 via portal as a customer, create a new case
- 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
[JSDSERVER-6706] Sharing attachment with no comment does not make the attachment visible to customer via the portal
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
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
Artem Shubovych, I kind of get what you are saying, but I disagree. When you go to add an attachment to a ticket a popup appear with a window title of "Add Attachments" and two options to select:
"Share with Customer" or "Add to Issue only"
Users would naturally assume that this refers to the action they have just taken - i.e. add an attachment. In reality those two options in part refer to the comments box. This is what actually happens
- User adds no comment whatsoever and clicks Share with customer. Nothing is shared with customer and the attachment is added
- User adds no comment whatsoever and clicks Add to issue only - same as 1.
- User adds a comment but does not explicitly reference the attachment in the comment, then clicks Share with customer - a public comment is added and the attachment is shared with the customer
- User adds a comment but does not explicitly reference the attachment in the comment, then clicks Share with customer - a public comment is added and the attachment is shared with the customer
The inconsistency of 1 is very confusing. and has led to lots of frustration from us and our cusotmers. All you would need to do is make it add a comment with the filename like it would if you had attached the file to the comments box
Filling in a comment
Hello there,
The way Jira works currently does not allow us to have permission groups for attachments themselves and only JSD comments could be either public or private. So in order to make an attachment visible on customer portal, one should make a public comment with that attachment or put it in the issue summary.
A proper fix would involve reimplementing attachments in Jira itself, which would be a huge change. And as of today, Jira has no plans of implementing this.
Hi,
Im facing this issue on the JSM 5.16.0 Data Center.
Kind regards,
Ivan