Attachment is not successfully uploaded / attached when creating a request via Customer Portal

Platform Notice: Cloud and Data Center - This article applies equally to both cloud 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

Summary

When attachments are added by agents or customers, the attachments disappear and they are not visible to anyone in the Customer Portal or in Agent view.

Diagnosis

  1. When creating requests in the Customer Portal, you use copy/paste to upload the attachment and it seems to be successfully uploaded. However when you actually create the request, the attachment disappears and is not found in the request
  2. Similar behaviour is seen when trying to create requests from the Agent view
  3. When adding a comment to an existing ticket, you are able to successfully upload and attach the attachment


Cause

The Attachment field is Hidden for this particular project in the Field Configuration

Solution

  1. Navigate to (Project > Project settings > Fields)
  2. Modify the field configuration
  3. Click on the 'Show' link for the Attachment  field



Last modified on Jan 17, 2025

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