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Use on the JSM Portal

File Field also works on the Jira Service Management customer portal, so customers can attach files when they raise or update a request — no Jira access required.

For this to happen, an administrator needs to have added the field to the request type's form. See Add the Field to a Project.

Attach files from the portal​

File Field is a standard Jira custom field, so it behaves the same on the JSM portal as anywhere else. To make it available to customers, add it to the request type's form in the same way you would for any other custom field — no portal-specific configuration is needed.

Once it's on the form, it looks and works exactly as it does on a regular Jira issue: customers see the same drop zone, the same upload rules apply (allowed types, file count, file size), and files are stored inside Atlassian just like any other attachment.

What agents see​

When an agent opens the request in the Jira issue view, the files the customer attached appear on the same File Field, each with its name, type, and size and the usual Download and Delete actions. Agents can add more files to the field too — subject to the same upload rules and their Jira permissions.

What's next?​