Can't see attachments in customer portal after migration issues

[Manuel Alejandro Rodriguez Muñoz]

Hello dears.

After the migration of issues from a support suite called kayako to the Jira Service Management Cloud instance, the attached files of the migrated issues are not visible in the customer portal but are visible in the jira agent view, as if they had not been associated with comments at migration time...

We have used help desk migration as software to perform the migration. 

Thanks a lot

[Ste Wright · Accepted solution]

Hi @Manuel Alejandro Rodriguez Muñoz 

Can I clarify - how are the Attachments stored when viewing from the Agents perspective?

To be visible in customer comments, they'd need to be in either a customer's comment or a comment which was set to be visible to them.

If it's an internal note/comment (highlighted in yellow), or was somehow attached beyond the comments - then it wouldn't be visible to the customer.

That's most likely down to how the data was migrated, and I'd recommend doing some further testing with your chosen tool prior to doing your final run :)

Ste

[Manuel Alejandro Rodriguez Muñoz]

Hello @Ste Wright

Thank you very much, your answer confirms my hypothesis
It has been very helpful :)