Summary

When agents create tickets in Jira, portal customers and request participants will not be able to see the attachments added during the ticket creation on the portal unless they are included in a public comment.

Environment

Jira Service Management Cloud

Cause

This is working as per the design. We are tracking an open feature request to improve the attachments functionality in the portal:

• JSDCLOUD-4646 - Getting issue details... STATUS

Solution/Workaround

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.