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Learn how to attach files and folders for your customers with the SharePoint Connector app. |
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The SharePoint Connector app on Jira Service Management projects works the same way as in the regular Jira projects, with some extra features. You can attach files and folders to share knowledge with your team, and now you can also do it for your customers.
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On this page, we'll This page will show you how to do just that , from the issue view and the file manager , while setting the appropriate permissions, helping . This will help you and your team to keep all the information updated and in one place. If you only want to attach files and folders for your team, check the Attaching files and folders to issues [SP JC] page.
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Attaching files and folders for customers from the issue view
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Adding the SharePoint Connector app
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to
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Adding the SharePoint Connector app to the issue
By default, Jira hides installed apps. So, the first step is to add the SharePoint Connector app to your issue.
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Instructions:
In Click the issue, click the "Attach items with SharePoint Connector" button , or the SharePoint Connector icon, below the issue title.
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And that's it. The app will load below the issue description and will now always appear when you return to that issue page (but it's possible to you can hide it again). |
Keep in mind that you also need Remember to add the app to the issue when you attach files and folders to issues from the file manager.
Selecting the files and folders to attach
With the app in place, you can now start attaching files and folders.
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Instructions:
Click the "Attach for customer" button.
Browse your connected folders in the SharePoint Connector dialog. If you haven't connected any folders, you can do that so now. You can also connect more folders from the context menu as you would in the file manager.
Select Click the checkbox to select the files and folders you want to attach by clicking the checkbox. You'll see them appear on . They will appear in the live preview pane on the right side.
You can now click the "Customer Permissions" tab or click the "Attach" button if you don't need to grant any permissions.
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By default, customers Customers can't download or edit files attached to the issue by default. |
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Setting permissions
The attached files and folders for customers are always visible but only editable and downloadable if you allow it.
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In the SharePoint Connector dialog, click the "Customer Permissions" tab.
Click the toggle buttons to grant additional permissions to customers.
If you have already selected all the files you want to attach, click the "Attach" button. Otherwise, click the "Attachments" tab to select more. The permissions you selected will also apply.
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Selecting the files and folders to attach
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Instructions:
In the file manager, navigate your connected folders until you can see the file or folder you want to attach to an issue.
Open the context menu of the file or folder to attach.
Click the "Attach for Customer" option.
Select the issue where you want to attach the file or folder. You can use the search field to look for a particular issue or even use the JQL search.
You can now click the "Customer Permissions" tab or click the "Attach" button if you don't need to grant any permissions.
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The attached files and folders for customers have a white background. In contrast, the ones shared with the team have a light yellow background to help you distinguish them the same way Jira differentiates messages for the customer and internal notes. |
You need to add the app to the issue page to view the attached files and folders from the file manager.
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Removing attached files and folders for customers
You can remove specific files and folders attached to an issue at any moment.
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Instructions:
Click the "Manage" button.
Click the "Unlink" button on the files and folders you want to remove.
Click the "Done" button.
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Instructions:
Click the context menu on in the top right corner.
Click the "Hide SharePoint and OneDrive" option.
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