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Attach files and screenshots to issues

To share information with your customers, you can attach documents, images, and screenshots to your Jira Service Management issues. You can also restrict attachments to be viewed by your internal team only.

You can enable an Attachment field for your customers to use when they submit a request in the portal by customizing the fields of a request type under the Request form view.

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 issue in your service project. When working on an issue, drag and drop a file onto the issue 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.

The paperclip icon in the comment bar

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 an issue and shared with your customer.

  • 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.

Learn more about choosing how your customers access attachments.

To link issues and add content from Marketplace apps, you can use the ••• quick-add button above the issue summary.

You can add subtasks, link issues and add marketplace apps to an issue via the buttons at the top of the issue view.

Some considerations for attached files:

  • 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 issues, and won’t affect any existing issues 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

To capture a screenshot and drop or paste it directly onto an issue:

  1. Capture a screenshot.

  2. Drop or paste the image onto the issue.

  3. If desired, add a comment.

  4. 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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