Imported attachments not visible on Customer Portal

[ccassidy]

Hi there,

We have an issue with Attachments not showing on the customer portal.  

This functionality was working until last week and now doesn't work.  We were able to add attachemtns and reply to customer to show the attachment.  Now its not possible to do this or Save the way we had been able to.  

Any suggestion as to how this has happened?

Best regards,

Claire

[Angélica Luz]

Hello @ccassidy,

Thank you for reaching out to Atlassian Community!

There were some changes on how attachments are added to Jira Service Management tickets. Now, the icon is directly on the comment box, but for an attachment to be visible in the customer portal, it’s necessary to add it as a public comment.

If an attachment is only uploaded but not shared on “Reply to customer”, it will only be visible internally for agents.

Currently, it’s not possible to browse the attachments already added to the ticket, so it will be necessary to search for the file again to add to the comments or drag and drop the file to the ticket:

• When adding a comment and using the files & images icon doesn't browse the attachments of the issue

Please, click on vote and watch to receive updates about the bug.

Kind regards,
Angélica