Issue Summary

When an incoming email ( which is a notification from another Jira system ) contains Jira-generated images, Jira Service Management filter these images instead of processing images.

Steps to Reproduce

Let’s say there are two JSM instances abc and xyz with support addresses - support@abc.atlassian.net and support@xyz.atlassian.net respectively and these two instances communicate with each other.

1. For your service project on xyz, allow the domain of the notification sender email address of the project from abc.atlassian.net, from Project settings > Email requests > Click 3 dots > Manage Allowlist > Add domain.This will allow Jira mail handler to process notifications received from xyz.atlassian.net .
2. Agent in abc creates a ticket and adds support@xyz.atlassian.net as a request participant. Agent adds a few images to the ticket.
3. This raises an issue that created customer notification and is received by support@xyz.atlassian.net and creates a ticket out of it.

Expected Results

All the attached images should also appear in the newly created ticket on xyz instance.

Actual Results

All the attached images are lost due to JSM filtering jira-generated images.

Workaround

Currently, there is no known workaround for this behavior. A workaround will be added here when available