How to Make Attachments from Transition Screen Visible to Customers using JMWE cloud

When working with Jira Service Management (JSM), you might want to ensure that attachments added during a transition screen as part of internal comments are visible to customers. Here’s a step-by-step guide to achieve this:

Prerequisites

• Ensure you have administrative access to Jira.

Steps

1. Identify the Transition Screen:

   • Navigate to the workflow associated with your project.

   • Identify the transition where you want to add the attachments.

2. Configure Post-Function to Handle Attachments:

   • In the workflow transition, add the Comment Issue Post function Comment issue(s)

   • Use the following Nunjucks script to add the attachments to the issue comments, making them visible to customers:

     {% set result = "" %}
     {% set recentAttachments = [] %}
     {% for att in issue.fields.attachment %}
         {% if now | date("diff", att.created, "seconds") <= 30 %}
             {% set ignored = recentAttachments.push(att) %}
             {% set value = att | field("filename") %}
             {% set result = result + "\n" + "!" + value + "!" + "\n" %}
         {% endif %}
     {% endfor %}
     {{ result }}

3. Ensure Correct Order of Post-Functions:

   • Place the above post-function after the built-in post-function Update change history for an issue and store the issue in the database.

4. Test the Configuration:

   • Perform a test transition and add an attachment.

   • Verify that the attachment appears in the issue comments and is visible to customers on the portal.

Reference screenshots:

Attached added as an internal comment during the transition:

Attachment available as a public comment on the portal.