Attach files and screenshots to work items
Share information with your customers or your team by attaching documents, images, and screenshots to your Jira Service Management work items. You can also restrict attachments to be viewed by your internal team only.
To let customers upload attachments alongside a request, make sure the Attachment field is added to the request type. Read more about customizing the fields of a request type.
The Free plans for Jira and Jira Service Management have a file storage limit of 2 GB per product. The Standard plan allows up to 250 GB per product, and file storage is unlimited on Premium plans. Learn more
If you're a Jira admin, you can change file permissions for projects.
Add attachments
You can add files and images to any work item in your service project. When working on a work item, drag and drop a file onto the work item or select in the comments bar. You then have the option to add a comment with more information about the attachment, and then share the file and comment with your customer or with your internal team only.
While adding or editing a comment, you can also add files and images by selecting the photo icon in the formatting bar.
A notification email may contain images when they’re added to a work item and shared with your customer. Learn more about choosing how your customers access attachments.
If the total size of the email is less than 6MB, a recipient will see inline images in the email.
If the size of the email is greater than 6MB, a link will be shown in the email for the images.
Delete attachments
To delete an attachment, find the comment the attachment was added to and delete it from there.
Deleting a comment with an attachment removes the attachment from the whole work item. If someone has copied the attachment from one comment to another, it will also delete from the second comment.
Link work items
To link work items and add content from Marketplace apps, you can use the ••• quick-add button above the work item summary.
Some considerations for attached files include:
File formats include GIFs, JPGs, and PNGs.
File names can't contain any of these characters:
'\', '/','\"', '%', ':', '$', '?', '*'.By default, the maximum size of any one file is 1GB, but your Jira admin can change this limit. If this limit is adjusted, it will only apply to newly added attachments on work items, and won’t affect any existing work items that exceed the attachment limit.
Access ZIP file contents
You can view the contents of a zip file (including '.zip' or '.jar' file name extensions) in the attachments section. Click the down-arrow and select List. In list view, click the arrow icon in front of the zipped file's name to view and download its individual files. If a file is located within a subdirectory of the zipped file, the path to that file is indicated in the content of the zipped file. To download the entire zip file, click Download Zip.
Capture and attach screenshots
Capture a screenshot.
Drop or paste the image onto the work item.
If desired, add a comment.
Select Reply to customer or Add internal note.
The screenshot feature only works with Windows or Mac client. If you use another operating system, you can attach a screenshot using the file attachment feature. For Linux users, please see our article for enabling this feature.
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