Sending email with embedded images in the signature to JSM mail handler will result in "Preview unavailable" error for attachments under the signature.

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    • 6
    • Severity 3 - Minor
    • 33

      Issue Summary

      When customer sends email with embedded images in the signature part.
      JSM mail handler signature detection will hide it under the "Signature", but embedded images inside of the signature will have "Preview unavailable" error.

      Steps to Reproduce

      1. Go to: jira/settings/products/jira-service-management-email-requests (Product > Email Requests
      2. Add custom "Use custom text to detect and hide signatures" with text "Thanks in advance"
      3. Create an email with text and add embedded Image
      4. Under it add "Thanks in advance" text and add an imbedded image as signature
      5. Send email to the JSM mail handler

      Sample email body:

      Expected Results

      The embedded images in "Signature" have preview.

      Actual Results

      The embedded images in "Signature" have "Preview unavailable" error.

      Workaround

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

        1. Screenshot 2025-04-15 at 14.28.43.png
          41 kB
          Ivan Chapistrak
        2. Screenshot 2025-04-15 at 14.41.51.png
          17 kB
          Ivan Chapistrak

              Assignee:
              Unassigned
              Reporter:
              Ivan Chapistrak (Inactive)
              Votes:
              10 Vote for this issue
              Watchers:
              7 Start watching this issue

                Created:
                Updated: