Agents replies to Internal Notifications won't show attachments at the Customer Portal.
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Scenario
Whenever your Agents receive an Internal Notification, by default the email address in the "Reply-to" header is set as "jira@<yourinstance>.atlassian.net". When replying the notification to that email address, it will be processed by the Jira Core mail handler and not by the JSM mail handler (you may see the differences between them here). Once the Agent email message is processed by the Jira Core mail handler, in case there are any attachments (images, files, etc), those attachments are also processed and will be visible at the Issue View but won't be displayed at the Customer Portal, only the email message text will be displayed.
To better visualize this scenario, you may see the below screenshots:
- Internal Notification example.
- Agent replying to an Internal Notification with an image attached.
- How the email message is displayed at the Issue View.
- How the email message is displayed at the Customer Portal (no attachment displayed).
Solution
The most easy solution would be clicking in the "View issue" blue button at the Internal Notification, so the Agent will be redirected to the request at the Issue View. Attachments from comments that are sent from the Issue View will be displayed normally at the Customer Portal.
In case you would like that attachments from email replies for Internal Notification are also displayed at the Customer Portal, there's a workaround where you can change the sender email address from Internal Notifications and set it as the same address from your JSM mail handler. For this you may follow the guidance from this document:
Let's say that your project has Email Requests set and the JSM mail handler is "<project-key>@<yourinstance>.atlassian.net". You will be replacing the "jira@<yourinstance>.atlassian.net" address by the "<project-key>@<yourinstance>.atlassian.net" address. This way the "Reply-to" header will be referencing the JSM mail handler and from now on Agent replies will be processed to be displayed correctly at the Customer Portal.
- Agent replying to the JSM mail handler set as sender email address.
- How it will appear at the Customer Portal.