Attachments in Descriptions Not Visible in JSM Cloud Customer Portal

Summary

Attachments in Jira tickets are visible to portal customers only if included in a public comment.

• JSDCLOUD-4646 - Enable attachments added via Jira issue create to be visible on the portal

Solution

Use automation to share attachments

Automation rules can be used to share attachments as comments. Once the attachment is added to the request, it will add a comment with the attachment to the request for the customer to view it.

Please follow the steps below:

1. Go to Project Settings > Automation.

2. Click Create Rule.

3. Select Trigger: Issue Created.

4. Select Condition: If issue attachments - "Exist".

5. Add Action: Comment on Issue.

6. In the comment box, use the following smart value and set the Comment Visibility to 'Share with Customer'.

   {{#attachment}} [^{{filename}}] {{/}}

7. Save the rule by giving an appropriate name and turning it on.