Working with Attachments

[Brendon Sandrey]

I might be missing something simple, and my searching may have also let me down if this has been asked before, but I'm having a really "interesting" time with attachments in Jira Service Desk.

The issues I have:

• Can't refer to an attachment that's already been added to a ticket without downloading it and reattaching it. 
• The Attachment tool behind the picture icon doesn't allow you to work with attachments already on the ticket.
• The Attachment tool doesn't include attachments which have been copy/pasted or dragged into the browser
• Working with an attachment someone else uploaded requires downloading and reattaching

If I'm missing something obvious then I would love someone to point me in the right direction - this is currently my biggest frustration working in the Service Desk product.

Many thanks

[Kyle Roberts-york]

Hi @Brendon Sandrey

Forgive me if I'm interpreting your query incorrectly.

Can you confirm the following when attempting the above:

1. The URL is similar to /servicedesk/customer/portal/X/PROJECTID-XXXX
2. The URL is similar to browse/PROJECTID-XXXX or /jira/servicedesk/projects/XXX/queues/issue/XXX

If 1), then it may be worth clicking on the ticket number at the top (should be linked) to change the view from /customer/portal to /browse or similar (2).

If 2), does your comment box look like this:

 

[Brendon Sandrey]

Hi @Kyle Roberts-york,

I'm in the facelifted cloud interface.

My url looks like https://hits-servicedesk.atlassian.net/browse/HITS-16834 

and my comment options look like this:

The Recent uploads are not ticket specific - they relate to any upload I've made to any project - it doesn't have an option to use existing ticket attachments

I've tried to be proactive and get myself used the the facelift Jira as historically, we don't have an option to not move to it. I've provided multiple feedbacks through the feedback option but thought I might have been missing something obvious.

Thanks

[Kyle Roberts-york]

Hi @Brendon Sandrey

What browser are you using?

Have you tried the same steps with a different browser Or using a private (or incognito)  browser window to see if the issue persists? - ctrl+shift+N (or P)

It could also be worth clearing your browser cache and cookies.

Thanks

[Brendon Sandrey]

Hi @Kyle Roberts-york

My default browser is Chrome but I have the same result in Edge, Opera and Firefox - I don't believe it's a browser issue.

I believe it's functionality in the new facelift version of Jira - that's where my screenshots are from. Your's are from the old interface. If I switch to that, I still get the options I need, but as I say, historically, changes to the interface are usually non-optional when the product is updated.

Eventually the old interface will not be available. When that happens, working with attachments will be harder for everyone.

Can you please verify for me that you are using the newer interface and you can include attachments that already exist on a ticket in subsequent comments - maybe attachments that were added by other people.

If you can, then the issue must be at my end.

Thanks

Brendon

[Kyle Roberts-york]

Hi @Brendon Sandrey

I cannot replicate the issue with the facelift version of Jira oddly enough. It might be worth raising this as a ticket as Jira Support if you haven't already done so. they recently helped me with a question I raised on here.

Sorry I couldn't be of any help with this.

Many thanks,

Kyle