Attachments in Descriptions Not Visible in JSM Cloud Customer Portal

Summary

When agents create tickets in Jira, portal customers, and request participants can't see the attachments on the portal unless they are included in a public comment.

• JSDCLOUD-4646

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 below steps.

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.

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

   1 2 3 {{#attachment}} [^{{filename}}] {{/}}

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