About the SharePoint Connector app on Jira Service Management
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.
This page will show you how to do just that from the issue view and the file manager while setting the appropriate permissions. This will help you and your team 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 page.
Attaching files and folders for customers from the issue view
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.
Instructions:
Click the "Attach items with SharePoint" button below the issue title.
And that's it. The app will load below the issue description and always appear when you return to that issue (but you can hide it again).
Remember to add the app to the issue when you attach files and folders from the file manager.
Selecting the files and folders to attach
With the app in place, you can now start attaching files and folders.
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.
Click the checkbox to select the files and folders you want to attach. 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.
Customers can't download or edit files attached to the issue by default.
Setting permissions
The attached files and folders for customers are always visible but only editable and downloadable if you allow it.
Instructions:
In the SharePoint Connector dialog, click the "Customer Permissions" tab.
Click the toggle buttons to grant additional permissions to customers.
If you have 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.
All done. Your attached files and folders are now visible on the issue page and the customer portal.
The attached files and folders for customers have a white background. In contrast, the files and folders 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.
Attaching files and folders for customers from the file manager
In Jira Service Management, you can attach files and folders to your issues directly from the file manager, accessible from the sidebar, whether for your team or customers.
Selecting the files and folders to attach
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 the "Attach" button if you don't need to grant any permissions.
By default, customers can't download or edit files attached to the issue.
Setting permissions
Instructions:
In the SharePoint Connector dialog, click the "Customer Permissions" tab.
Click the toggle buttons to grant additional permissions to customers.
If you already selected the issue, click the "Attach" button. Otherwise, click the "Issues" tab to choose one.
All done. Your attached file or folder is now visible on the customer portal. You can click the "View issue" button to jump to the issue page.
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.
Removing attached files and folders for customers
You can remove specific files and folders attached to an issue at any moment.
Instructions:
Click the "Manage" button.
Click the "Unlink" button on the files and folders you want to remove.
Click the "Done" button.
All done. Your files and folders are safe and sound in your storage place but no longer connected to the issue.
This action is undoable, but you can attach the files and folders again.
Hiding the app
You can also hide the entire app on the issue page while keeping all the files and folders attached. Files and folders attached for customers are always visible in the customer portal.
Instructions:
Click the context menu in the top right corner.
Click the "Hide SharePoint and OneDrive" option.
All done. Your files and folders are still attached to the issue but not visible. To show them again, add the app back.
Wrap up
Now you know how to attach files and folders for your customers. Don't forget you can attach files and folders just for your team.
If you still have questions about attaching files and folders to your issues, visit our support portal and send us your questions. Our team is always happy to help.