Set up how your customers access attachments
Attachment security is only available on Jira Service Management Standard, Premium and Enterprise plans. Find out more about Jira Service Management plans and pricing.
Customers get email notifications whenever someone comments on one of their requests, or tags them in a comment on a work item. Comments may include attachments, which are added to the email notifications. Read more about attaching files to work items.
If desired, you can choose how customers access attachments for security purposes.
Set up attachment security for customer notifications
You must be a project administrator to set up the attachment security of customer notifications.
To configure attachment security in customer notifications:
From your service project, select Project settings, then Notifications, then Customer notifications.
Under Attachment security, select an option for your service project.
Attachment security options
Attachments won’t appear in notifications when the Safe customer notifications setting is enabled. Instead, they can log in to the portal to access attachments. Accessing attachments in existing emails isn’t affected by this setting. Read more about safe customer notifications.
Download attachments by logging in to the portal
Customers are notified that they have attachments in the notification email. To download the attachment, customers need to log in to the portal.
Download attachments via a secured link (without logging in)
Customers can download attachments using a link, without having to log in to the portal. This option is ideal if your service project uses email as the only support channel.
Links can’t be guessed or accidentally discovered, but attachments can be downloaded by anyone on the web with the link.
Use caution: Attachments may include personal data, confidential data, or other sensitive information.
Links automatically expire 28 days after they’re generated. You can immediately invalidate a link by deleting the comment that contains the relevant attachment. If you change this setting, it will invalidate all previously generated links.
Email size
Notification emails may contain images if they’re uploaded to a work item.
If the total size of the email is less than 6MB, recipients will see inline images.
If the size of the email is greater than 6MB, recipients will see a link which will take them to the portal, and they’ll need to log in to see the images. However, if Download attachments via a secured link (without logging in) is selected, recipients will be able to download images without having to log in.
This page is for team-managed projects
If the lower-left of your service project sidebar doesn’t say you're in a team-managed project, check out these company-managed project articles instead.
Learn more about the difference between company-managed and team-managed projects.
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