About the Team Files app on Jira Service Management

The Team Files 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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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 https://ikuteam.atlassian.net/wiki/x/7QIswg page.

Attaching files and folders for customers from the issue view

Adding the Team Files app to the issue

By default, Jira hides installed apps. So, the first step is to add the Team Files app to your issue. 

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Instructions:

Click the “Team Files” button below the issue title.

Selecting the files and folders to attach

With the app in place, you can now start attaching files and folders.

Instructions:

1. Click the "Attach for customer" button.

2. Browse your connected folders in the Team Files dialog. If you haven't connected any folders, you can do that so now. You can also connect more folders from the context menu.

3. 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.

4. You can now click the "Customer Permissions" tab or the "Attach" button if you don't need to grant any permissions.

Setting permissions

The attached files and folders for customers are always visible but only editable and downloadable if you allow it.

Instructions:

1. In the Team Files dialog, click the "Customer Permissions" tab.

2. Click the toggle buttons to grant additional permissions to customers.

3. If you selected all the files you wanted to attach, click the "Attach" button. Otherwise, click the "Attachments" tab to select more. The permissions you selected will also apply.

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:

1. In the file manager, navigate your connected folders until you can see the file or folder you want to attach to an issue. 

2. Open the context menu of the file or folder to attach.

3. Click the "Attach for Customer" option.

4. 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.

5. You can now click the "Customer Permissions" tab or the "Attach" button if you don't need to grant any permissions.

Setting permissions

Instructions:

1. In the Team Files dialog, click the "Customer Permissions" tab.

2. Click the toggle buttons to grant additional permissions to customers.

3. If you already selected the issue, click the "Attach" button. Otherwise, click the "Issues" tab to choose one.

Removing attached files and folders for customers

You can remove specific files and folders attached to an issue at any moment.

Instructions:

1. Click the "Manage" button.

2. Click the "Unlink" button on the files and folders you want to remove.
   
   

3. Click the "Done" button.

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:

1. Click the context menu in the top right corner.

2. Click the "Hide Team File" option.

Wrap up

Now you know how to attach files and folders for your customers. Remember that you can also 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.