Attachment Links in the Customer Notification Emails sent from Service Management are not accessible
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
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:
Wrong 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.xlsx- and 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