Attachments not coming through on ticket

[Tammy Ince]

A customer is reporting that she is attaching documents to her jsd ticket but we don't see them. Only one customer is reporting this. I have searched the issue list and don't see this same issue reported.

[Owen Wallis]

Hi, I think this may be related to: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Attachments-Disappearing/qaq-p/1346784?utm_campaign=subscription_search_answer&utm_content=post&utm_medium=email&utm_source=atlcomm#M57186

[Najjar _Innovura_]

I guess this is happening because adding an attachment should be enclosed within a comment. 

So when your customer adds the attachment, they should append to a comment.

I am only speculating since I have limited knowledge in this matter