Attachments missing on Customer Portal request forms in JSM Data Center
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Customers don't see the attachment field when creating a new request, or when a project admin tries to edit a Request Type, the attachment field is not listed.
Diagnosis
When checking other Request types, we can see the Attachment field there. If you try to remove it, you can't add it back.
Check the following from the Project settings of the Service Management project:
- From the Field Configuration used by the issue type associated with the request type, is the Attachment visible or hidden? If hidden, Show it.
- The field needs to be on the Create Issue Screen used by the issue type associated with the Request Type.
- Check under Project Settings > Screens - and make sure the field is not hidden.
- Make sure you have proper Permission set for Create Attachments.
- Under Project Setting > Permissions.
- If the permissions are set by roles, make sure your user has the roles assigned, under Project Settings > Users and roles.
- Do you see the Attachment field on any other screen in Jira?
- Are attachments disabled in the System settings? It must be enabled from Jira Administration > System > Attachments for the field to be visible.
A more generic KB on missing fields on screens can be found at Fields missing on screens in Jira Data Center.