Current State

• JSDCLOUD-13618 addressed inline image support for the Description field on the Customer Portal, allowing customers to paste or insert images directly into the description without relying on markdown.

• However, Proforma (Forms) form fields — such as long text / paragraph fields within JSM Forms — do not support inline images. When a customer or agent attempts to paste or drag-and-drop an image into a Proforma form field, the image is either stripped out, ignored, or not rendered inline.

• Users are limited to attaching images as separate file attachments, which breaks the visual context and makes it difficult to provide step-by-step instructions, annotated screenshots, or visual evidence directly within the form response.

• This gap creates an inconsistent experience: the portal Description field now supports inline images, but Proforma form fields — which are often the primary data capture mechanism on the portal — do not.

Proposed Future State

• Inline image support should be extended to Proforma (Forms) form fields, specifically in long text / paragraph field types, matching the capability already available in the portal Description field.

• Inline images within form fields should be stored as attachments on the issue and rendered contextually within the form response, preserving the visual flow of the information.

Workaround

Users can use the separate "Attachment" field type in the forms to have the attachments collected.