Internal users can't see the attachements

[Eva Krapcheva]

Dear,

Do you know why an internal client/requestor raising a request in JSM via help desk portal can't see the attached file he uploaded? We are provising the users from Microsoft AD.

[Jack Brickey]

Hi @Eva Krapcheva , Welcome to the community.

Just so I'm clear, are you saying that a customer creates an issue from the portal and adds an attachment and then if they go to view the issue under my issues they are unable to access the attachment? A customer should be able to open an attachment from within the portal.

[Eva Krapcheva]

Hi Jack,

Happy to join.

This is correct understanding of my question. Maybe I have to raise a ticket to support.

Thank you,

Eva

[Jack Brickey]

Could you share a screenshot that illustrates this? As an agent can you see the attachment? If the agent adds an attachment to the issue in a public comment does the customer see it?