can i fix the error message with isufficient permissions for customers?

[Kucharczyk, Adrian]

Hello, we have an Servicedesk for internal Customers, where they can create maintenance Issues, and Visitor registration with Forms. This should then automatically sent to an Email, where the Customer-Service receives the forms via link, and can download the forms as PDF. When i as an Administrator download the form, there is nothing wrong, but when the customer-service will download the form, then he becomes an:

{"errorMessages":["Sie sind nicht berechtigt, Anhang mit ID 12425 anzuzeigen."],"errors":{}}

this will say, that the customer service dont have the permission to download /view the form as an PDF.

any Ideas, how i can fix this?

[Kris Dewachter]

Hi @Kucharczyk, Adrian ,

* Does the customer service user have access to the issue itself via the backoffice ?

If so, can he/she open the attachment there ?

* Is the customer service user logged-in into Jira when clicking the attachment link ?

Best regards,

Kris

[Kucharczyk, Adrian]

Hey Kris,

The customer user don't have access to the backend, but he has an atlassian-account. The link will log him into atlassian, but then comes the message "403, forbidden!" the customer service from atlassian had sayed, that i must into the customer notifications into the Project enable the secure link download attachment, but this braught no changes.

[Kris Dewachter]

Hi @Kucharczyk, Adrian ,

ok, I think I misunderstood  ....

So it's a portal customer that is not able to download the attachment from the email.

How did you add the link to the attachment to the email? Did you use a smart value? Is this done via the customer announcements or did you create a automation rule to send that email ?

If so, can you share the code you used to to construct the link to the document?

The smartvalue should look something like this:  {{issue.attachments.content}}

Can you also check if the customer is able to login to the portal, navigate to the ticket, open the ticket detail and open the attachment there ?

Best regards,

Kris