Attachments in Descriptions Not Visible in JSM Cloud Customer Portal

Summary

Attachments added when creating a Jira ticket are visible to portal customers only if included in a public comment. This is tracked as a feature request: 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, a comment with the attachment will be added to the request for the customer to view.

1. Trigger: Work item created.

2. Condition: If issue attachments "Exist".

3. Action: Comment on work item, with visibility Share with Customer, using: {{#attachment}} [^{{filename}}] {{/}}.