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 on how 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:

  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 during the transition.

    • 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:

2024-09-13_17-40-40-20240913-121047.png

Attachment available as a public comment on the portal.

2024-09-13_17-42-39-20240913-121245.png

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