Issue Summary

When emails contain inline embedded images in HTML format (base64), the email body exceeds the character limit in Jira Service Management's Description field, resulting in improper formatting and truncation.

The message will be show in the description: "...This comment is truncated as it exceeds the character limit.”

Steps to Reproduce

1. Send an email with an inline embedded image in HTML format (base64) that causes the body to exceed the character limit.

Expected Results

The description should match the email body, even if it is trimmed to fit within the character limit. Inline embedded images shouldn't be included if that causes issues.

Actual Results

The description is truncated and appears as raw text due to exceeding the character limit.

Workaround

Currently, there is no workaround available. For more information on embedding images in HTML emails, refer to this article: "Embedding Images in HTML Email: Have the Rules Changed?"