Why can I no longer add attachments to a JSM issue

[Joachim Bollen]

Since today, I can no longer add an attachment to an issue in Jira Service Management.

The only way to add an attachment is to add a comment with the attachment.

But adding comments generates email notifications that I don't want in this case (of course I do want them for a normal comment).

How can I add an attachment without a comment?

[Joseph Chung Yin]

@Joachim Bollen -

A few things that you need to look into -

1) Are you trying to add attachment to issues via project UI or Portal UI?

2) Have you checked with the site admins/project admins to see if anything changed in the env or project setup configuration?

3) What kind of error are you getting when you try to attach a file to the issue?

4) What kind of file (i.e. extension) and what is the size of the attachment?

5) For the attachment that you were able to attach it to the issue via adding comment action - was the file the same as the one that you tried to attach to the issue which failed?

Please advise, so we can further assist you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Joachim Bollen]

Hi Joseph,

Thanks for taking the time to help me look.

1) Via the project UI.

2) I am site admin, the attachment field is on the edit and view screen, but I can no longer add it to the request type/issue type layout via the request type config. The field is just no longer available.

3) There is no error: there's no button to add an attachment, except on the comment view. If I drag & drop an attachment to the issue, it automatically opens up the comment pane with the attachment in the comment.

4) Filesize and type is irrelevant, I tried with multiple ones, all well beneath the upload limit - all the same behaviour.

5) Yes, I tried with the same file.

It seems like a recent change in JSM Cloud - see https://support.atlassian.com/jira-service-management-cloud/docs/attach-files-and-screenshots-to-issues/ , there is no longer a mention of adding an attachment directly to an issue.

Why on earth did they change this? 

[Joachim Bollen]

To be clear: it's on Cloud, and the problem started today, without any change to the configuration.

[Joseph Chung Yin]

@Joachim Bollen -

Hi Joachim:

It is my understanding that is how it works as described in your reference link on adding attachment to issues via the project UI. 

For request type configuration, one can still add/remove "attachment" field to the request type via the Request Type tab - which it is for the portal.

This was a design change made by Atlassian and it has been there for while now.  The change provides one with the ability to add attachment(s) to the issue via the project UI "Issue View" screen and decide if the attachment should be shared with customers (expose it to the portal UI or keep it internal to the project UI.  Essentially, it give you the ability to control attachment visibility.

At this time, I would recommend you to contact Atlassian Support (https://support.atlassian.com) for further explanation and assistance on this change.

Sorry.

Best, Joseph

[Joachim Bollen]

Thanks Joseph,

I have raised a support ticket and hope to get to understand the rationale of this change. 

[Joseph Chung Yin]

@Joachim Bollen -

In my opinion, the design change gives us the better ability to control the visibility of attachments, thus prevent customers from accessing issue attachment which are for internal use only.

If my updates helped you, please remember to click on "Accept answer" to my posting, so others with similar asks will see this posting as an answered entry.

Please also post Atlassian's response when you obtain it.

Best, Joseph

[Alex Smyers]

@Joachim Bollen Did Atlassian ever get back to you with an explanation? 

[Joachim Bollen]

Nope, it is by design by Atlassian, and it's been like this for a long time already.

For me this setup still doesn't make much sense, but I can maybe understand the reasoning behing it - when you upload an attachment via a comment, you need to chose whether it will be public or internal. It's a way to not have to provide this choise when uploading an attachment.