Jira Forms File Upload Works in Sandbox but Fails in Production

[Gee Espiritu]

Hi Community,

I’m running into a strange issue with Jira Forms (ProForma) in Jira Service Management and need help figuring out why there’s a difference between our sandbox and production setup.

Here’s the situation:

• I created a Jira Form with a File Upload question.

• When a customer uploads a file in production, they get:

Error uploading attachment
An error occurred when uploading an attachment

But in our sandbox environment, the exact same setup works fine — customers can upload files through the form without any errors.

What I’ve already checked:

• Attachments are enabled in System → Attachments in both environments

• File size limits and allowed file types are the same

• Customers have permission to add/view attachments in Customer Permissions

• Tested with small files (txt, png) — same result

• Works when an agent uploads files in production — fails only for portal customers

What I suspect:

• There might be a difference in permission schemes, request type field configuration, or project type (company vs team-managed) between sandbox and production.

Has anyone seen this before?
What settings should I compare between sandbox and production to find the root cause?
Is there anything specific about Jira Forms’ file upload question that could behave differently between environments?

Thanks for any guidance — I’d like to avoid switching to the native attachment field if possible since the form upload works perfectly in our sandbox.

[Matteo Vecchiato]

Hi @Gee Espiritu ,

Have you check the the attachments permission in the project permission scheme too?

Regards 

[Gee Espiritu]

Hi @Matteo Vecchiato Apparently, Atlassian confirmed that this is a bug on the forms and they are currently looking into it.