Attachments added to a description are not visible on requests in Customer Portal

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

    

Summary

When agents create tickets in Jira, portal customers, and request participants can't see the attachments added during ticket creation on the portal unless they are included in a public comment.

Use automation to share attachments

Automation rules can be used to share attachments as comments. Once the attachment is added to the request, it will add a comment with the attachment to the request for the customer to view it.

Please follow the below steps.

  1. Go to Project Settings > Automation.
  2. Click Create Rule.
  3. Select Trigger: Issue Created.
  4. Select Condition: If issue attachments - "Exist".
  5. Add Action: Comment on Issue.
    In the comment box, use the following smart value and set the Comment Visibility to 'Share with Customer'.

    {{#attachment}}
    [^{{filename}}]
    {{/}}
  6. Save the rule by giving an appropriate name and turning it on.

Note: All attachments added by agents will be made visible by this rule.

Last modified on Feb 7, 2025

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