How to auto-add attachments to workitems when receiving email in JSM

[Leon Kunst]

Hi all,

We’re encountering an issue in Jira Service Management where email notifications sent from the system do not include attachments, even though attachments are correctly added to the ticket itself.

Here’s what we’ve checked so far:

• The email settings are correctly configured to allow attachments.

• The user permissions and project permissions

• The attachments are NOT visible in the issue.

Despite this, when an email is triggered (e.g. issue creation or comment update), no attachments are included in the outgoing email.

Has anyone experienced something similar, or is there an additional setting or workaround we might be missing?

Thanks in advance for your help!

Best regards,
Leon

[Marc - Devoteam]

Hi @Leon Kunst 

Are you using the default provided email address from Atlassian or have you connected another email address?

If the email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB, see  resolve-email-channel-problems-in-jira-service-management-cloud 

[Leon Kunst]

Yeah, its office365, but even small attached png files aren't visible in Jira SM.

[Thorsten Letschert _Decadis AG_]

Hey @Leon Kunst,

What's the actual use case here, e.g., who (agent or customer) should receive what?

Based on your screenshots, I assume you're referring to agent (or internal) notifications. As far as I know, those can not be customized (or directly include attachments) - see https://jira.atlassian.com/browse/JSDCLOUD-5425 as a reference.

Regards,
Thorsten

[Leon Kunst]

Use case is:

A (new e.g.) client is emailing to support@company.com

An issue is created (works fine), but attachments from the email are not transferred as attachments in the issue. 

[Thorsten Letschert _Decadis AG_]

Hey @Leon Kunst,

You might want to check the "Create attachments" permission in your "Project permissions" and look for "Service Project Customer - Portal Access" being present there.

Additionally, looking into the email processing logs might help - see https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/.

Regards,
Thorsten

[Leon Kunst]

That one is also allowed (see screenshot, but it's in dutch, but it's there)... :)

[Thorsten Letschert _Decadis AG_]

I assumed so, but my Dutch is not so good. 😁

Since you've mentioned using Office365, my usual way to narrow down the problem would be to add an Atlassian email to verify whether it works there. This would probably rule out the possibility that it is due to the project configuration itself.

[Leon Kunst]

I've created a support@company.atlassian and emailed. It created an issue, but still without any attachment:

Issue description:

This is a test!Logo_vertical.e0fbf757[1] (1).png|thumbnail!

That image was an inline image from Gmail, and i've added two attachments (a png and a pdf), but like said, they don't show up...

[Rilwan Ahmed]

Hi @Leon Kunst ,

If you are looking for adding attachments in the email sent from Jira, then this is not available. 

Including attachments directly in Jira's standard outgoing notification emails is not a built-in feature for security and performance reasons. 

[Leon Kunst]

Thanks, i saw indeed. Jira is adding a weird line of data:

[^dummy_1 (96aea919-ce2c-4e3d-b5d8-17a9fb2703e0).pdf] !xxxxxxxxxxx.e0fbf757[1] (1) (058f3a5a-6a70-47f1-8b45-bcc0e5d614c9).png|width=288,height=110,alt="Web_Creators_logo_vertical.e0fbf757[1] (1).png"!

But when viewing in the portal it's fine, but this is not nice to sent to the customer...

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And creating attachments from incoming email to the service desk? Like emailing to support@company.com ? I can't get it done that the system adds it to the issue...