Attachment Links in the Customer Notification Emails sent from Service Management are not accessible

Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.

Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. 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


Last modified on Feb 5, 2025

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