PDF attachments in JSD comments not opening in Chrome

[Kenny Wong]

Description:

We're experiencing an issue where PDF attachments in Jira Service Desk comments are not opening properly in Chrome. Users can access the attachments through the main attachments section, but when they attempt to open PDFs directly from comment links (which is the primary method our customers use), the files fail to load.

Current Behaviour:

• Left-clicking attachment links in comments opens a new blank tab with the URL but doesn't load or download the document
• Right-clicking and selecting "Save As" works as a workaround
• Issue is specific to Chrome (Version 138.0.7204.50, Official Build, 64-bit, fully updated)
• PDFs open correctly in Microsoft Edge

Expected Behaviour: PDF attachments should open directly when clicked from comment links, regardless of browser.

This affects our customer experience as they typically access attachments through comment notifications rather than navigating to the main attachments section.

Has anyone encountered this Chrome-specific issue with JSD PDF attachments, and are there any known solutions or workarounds we can implement?

[Dan Breyen]

Hi @Kenny Wong welcome to the community.  You didn't mention what version of JSD you are using.  I did find JSDSERVER-5840 that looks like was an issue awhile ago if there were spaces in the name.  It's possible that it could be an issue again.  Have you tried upgrading to the latest version to see if it's resolved there?  Do you get any errors when opening the file? Do other users have the same issue? Have you tried another PC?  Does flushing cache help?

I also did a quick web search and didn't find any similar issues.  

[Kenny Wong]

Hi Dan,

Thanks for your help and apologies for missing that important information.

We're running:

• Jira Service Management 5.12.11
• Jira Core 9.12.11

We haven't tried upgrading to the latest version of Jira Core to resolve this issue yet.

When opening the file from the comment section, there's only a blank page (about:blank) in a new tab whilst using Chrome. However, there's no error when opening the file from the attachment section in Chrome, and opening files from both comment and attachment sections works without any issues whilst using Edge.

We've tested on multiple PCs and it affects multiple users. Flushing cache doesn't help.

Thanks again for your assistance.

Cheers, Kenny