Attaching document

[Shawn Gordon]

How do I attach an Excel document? I have attached and they can't see it and cannot attach in my reply to them. I can do it in Internal but don't see it in Replying to the Customer. Only guarantee is to send in Outlook and tell them sending outside of Jira.

[Joseph Chung Yin]

@Shawn Gordon -

Welcome to the community.  Need further clarification from you on your ask.

Who are "they" - Are you referring to the customer who reported the original issue?  If so, are you saying that they are not seeing your attachment to the issue via the portal UI?

If you are using the project UI (via queue) and adding comments, you will need to click on the attachment symbol first to attach the file.  Afterward, you can respond with either Internal or Reply to customer operations.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Shawn Gordon]

Thanks for the reply. 

That is helpful when you remember to do it before you reply but if you reply and intend on adding to the reply, it is too late. 

Also when an Assistant Manager requested a report or screenshot of the policy, you cannot Resolve the Issue and add the comments on the reply. You have to advise them that you are attaching to the ticket and after you reply, go the paperclip and attach the file. Some clients can see it, others cannot. Then I have to send an email in my Outlook directly to them. 

Thanks,

Shawn

[Joseph Chung Yin]

@Shawn Gordon -

It is not a perfect design and I agreed with you, but it is what Atlassian provided.  In our env, this is something that we train the users via our business process.

Not quite understand your statement of "you cannot Resolve the issue and add comments on the reply".  You can achieve it by customizing the WF within your project which can provide a pop-up window that requires for comments.

Secondly - What do you mean by "Some clients can see it, other cannot"?  Who are your clients - JSM Agents?

Best, Joseph