Attachment Links in the Customer Notification Emails sent from Service Management are not accessible
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
Attachment Links in the customer notifications sent by Jira Service Management are redirecting to invalid URLs. Supposedly, clicking on this link will allow user to download the files directly
Diagnosis
Environment
Proxy configured
Kerberos Plugin is installed
Diagnostic Steps
Upon checking on the URL for the attachment links, it pointing to the following:
1 2 3 4 5Wrong URL http://jira.xxx.com/servicedesk/customer/servicedesk/customershim/secure/attachment/18327/18327_abcde.xlsx Expected URL http://jira.xxx.com/servicedesk/customershim/secure/attachment/18327/18327_abcde.xlsxand additional customer/servicedesk/customershim links exist which leads the URL to an invalid page
Cause
This issue is caused by the Kerberos Plugin prior to v1.57
Resolution
Update the Kerberos plugin to the latest version
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