Background

The Jira Service Management mail handler removes Jira generated attachments when they are emailed in. These files are generally icons and avatars that are either system generated or uploaded as custom images such as:

• Issue Type icons
• Request type icons
• Assets Object icons
• Issue Priority icons
• Project avatars

In the above scenario if the file meets the following criteria, they're considered a Jira generated file:

This ensures that icons that may end up in email notifications are not unnecessarily added back as attachments when a user replies and the attachment is included in their reply.

Issue

There may be scenarios where a user is intending to add the file as an attachment, such as to reference the icon they have seen elsewhere on a ticket, however this is currently silently removed with no indication or notification of the removal action.

Suggestion

It would be beneficial if there was a log record users could see and thus either self audit or self troubleshoot when an attachment is not processed due to the presence of the above criteria.

Workaround

The file can still be attached through the Customer portal or the Jira Issue view. Alternatively, opening the file on the filesystem using an image viewer that allows files to be exported into either the same file type (PNG) or others will clear off the jira-system-image-type header and allow for the attachment to successfully be emailed.