Impossible to delete attachments in ticket in jira service management

[Jochen Betz]

With a big surprise I found, that I can not delete attachments to a ticket in Jira Servicemanagement while I can do so in a ticket in the regular Jira (i.e. for SW development).

Is this a bug or strange feature?

Configuration for rights to delete are the same for both.  But while I can delete them in a SW Project I can't delete them in a Service Project.

Rights in SW Project

Rights in Servicemanagement Project

[Marc - Devoteam · Accepted solution]

Hi @Jochen Betz 

You will need to delete the attachment from the location where it has been set in the issue/work item.

This could be:

• Description field
• Comment
• Or direct, but this only applies from attachments added via the portal

[Jochen Betz]

Thank you @Marc - Devoteam . I can confirm that this approach works. But it does not seem to be straight forward or user friendly, is it?

[Marc - Devoteam]

Hi @Jochen Betz 

This differs from non JSM projects, there you can delete any attachment from the attachments section.

The difference is there, so that an agent doesn't (by accident) deletes an attachment that has been added by the reporter.

[Jochen Betz]

Hi  @Marc - Devoteam I undestand the intension to distinct between attachments provided by reporter and assignee/commenter. Albeit I believe it would make sense to allow the assignee to do with the ticket what ever he needs to. I don't see why we reporter and reporters are not treated the same way independent of JSM or regular SW project. Your argument should either stand for both or none.

But I tried to proof your theory, but kind of proofed you rather wrong; meaning your last statement that in non JSM you can delete attachment from the central attachment section. Also there I have to use the approach you mentioned earlier: delete where it has been added. Meaning: In order to delete an attachment added via a comment, I have to find the comment and delete it there. Could you verify this again please?

[Marc - Devoteam]

HI @Jochen Betz 

Jochen you are correct, only any attachment from an issue added via the attachment section can be deleted directly.

I also found this open issue on the topic: https://jira.atlassian.com/browse/JSDCLOUD-9706 

I voted for this.

[Jochen Betz]

Thanks @Marc - Devoteam for confirmation and the link to the issue. It mostly covers all of it. But once more such a pity it's already having dust settled on it. Let's see what happens to it in the next 4 years

[Marc - Devoteam]

HI @Jochen Betz 

Just 4 :)

[Jochen Betz]

Didn't want to be toooo realistic ...