Problem with attachment screenshots entered during a transition without transition screen having attachment field configured

Issue Summary

Scenario-1:

• If an image attachment is entered (either by copy-pasting it or by drag-n-drop) into the comment field during a transition where only comment field is available then this image attachment is not shown properly after saving but only the placeholder is there. Users will get an popup with error message on the screen appears for very short interval and often users might miss this.

  Adding attachment is not supported for this screen
  

• However, even the image attachment is clearly visible in comment dialog when changes are made and effect is only on saving the comment (screenshots added).

• If a transition screen has both (attachment and comment) fields, then it is possible to add attachment into the comment field and it is shown properly.

Scenario-2:

• Attachments option in the comments part icon allows users to only add screenshots/attachments which are already in the request and not external attachments.

• When no attachments are already added, on clicking icon it disappears.

This is reproducible on Data Center: (yes) / (no)
Yes

Steps to Reproduce

Scenario-1:

1. Create a screen without any fields (attachments) and save it (please check following instructions for transition screen configuration).
2. Choose a workflow transition and associate this screen to it.
3. Now perform a transition of the issue and this will pop-up comment screen.
4. Try to grab some image from local system using drag and drop option, notice there is an error on top right of screen for a moment.
5. However, comment field clearly shows the screenshot. Try to save it and observe the results, it will be only be problematic place-holder thumbnail and attachment doesn't get added.

Scenario-2:

1. Make sure to add couple of attachments to the ticket.
2. In the same context above for Step-4, perform the transition which should pop-up a comment screen. Now click on icon and observe changes.
3. You will only be able to add existing attachments within the ticket and can't fetch from local system or externally.
4. Now delete the attachments from the ticket and once again try above step.
5. You will not be able to add any attachments and the icon disappears.

Expected Results

• System should allow the users to add screenshots during transitions without mandating the attachment field to be added to the screens. This will help users to avoid some redundant efforts when working with large set of workflows.

• System should also users to add external attachments as compared to allowing only attachments within the ticket, otherwise they will be simply duplicates.

Actual Results

• System doesn't allow adding comments in transitions without attachment field configured in the screens.

• System doesn't allow users to add any external attachments and if there are no already existing attachments, then icon disappears on clicking. It should at-least give a fair message to users if this is not possible or supported.

Workaround

Make sure to add 'Attachments' field to the transitions where you would prefer to add attachments and screenshots. Otherwise, system will not support this operation.