Issue Summary

When notification is triggered from JIRA, the Atlassian Logo will be using the JIRA's baseurl. If JIRA Instance isn't accessible publicly on the internet, Atlassian Logo Will Be Broken. This issue only happens after JIRA 8.0 upgrade. We tried it in JIRA 7.6.2 and this behaviour doesn't occur.

While investigating further, it seems since JIRA 7.13.2 update the footer vm template was changed. It is accessing to JIRA instance to retrieve the image instead of using a local file or retrieving it from an external URL.

Environment

Tested on Jira 9.12.5, 8.1, 7.13.2

Steps to Reproduce

1. Setup an internal facing JIRA instance
2. Trigger a notification from JIRA Service Desk Project to a user email address
3. Access to the email notification on another network which doesn't have a connection or access to JIRA instance

Expected Results

Actual Results

Workaround

For Jira 8.1 and below:

Modify the footer.vm file from \atlassian-jira\WEB-INF\classes\templates\email\html\includes\footer.vm by replacing below line

<td id="footer-pattern-logo-desktop-padding">
<img id="footer-pattern-logo-desktop"
src="${baseurl}/images/mail/atlassian-email-logo.png"
alt="Atlassian logo"
title="Atlassian logo"
width="191"
height="24"
class="image_fix" />

With

<td id="footer-pattern-logo-desktop-padding">				
                                        <img id="footer-pattern-logo-desktop" 
					src="$attachmentsManager.getImageUrl("/images/mail/atlassian-email-logo.png")" alt="Atlassian logo" title="Atlassian logo" width="191" height="24" class="image_fix"  />
</td>

TIP: watch out for the 'white spaces', simply editing the file using a text editor like notepad might not take effect making it look like the workaround isn't working. Best to delete the 'original' block, and then copy pasting the new one

Ensure you restart JIRA instance after the changes

Non batch notifications only!
For Jira 8.2 and above - as of this versions, Administrators are now able to modify the templates nearly 'in flight', in general, the following process will need to be followed to modify the footer.vm file:
https://confluence.atlassian.com/adminjiraserver0820/customizing-email-content-1095777446.html
It will still be the same modification as listed above in section 'For Jira 8.1 and below', the only difference that instead of modifying the footer.vm file on the Jira server, templates.zip file will first need to be downloaded, extracted, then the footer.vm file located under /templates/email/html/includes will need to be modified as per the same instructions above, then the folder re-comressed back to .zip file, uploaded back to Jira and should resolve the issue.

The workaround will not work for batch notifications. you'd need to disable batch notifications for the workaround to work properly, or remove the whole block if displaying logo is not critical. Notice that as customizations are not in Atlassian Support Offerings scope and as this is a confirmed bug, please monitor this bug report for when a workaround for batch notifications is added or the bug is fixed (whichever occurs first)

On another note, this customisation will need to be re-applied every time Jira is upgraded due to a known limitation that many customizations don't survive the upgrades