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  1. Jira Service Management Cloud
  2. JSDCLOUD-4129

Better Handling of Attachments with Same Name


    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Current Situation

      When an image/attachments with the similar file name is being attached to a comment. The previous comment with inline image/attachments will be pointed to the latest updated image.

      Use Case

      At a support/helpdesk environment, user does not have control over the mail client that the customers use. Which in most of the case, image/attachments are pasted directly to the body of the mail. Causing the default file naming to be identical.

      This has seriously crippled the usability of Service Desk as the old comments (with similar file name) no longer represents the state that it should be in.

      To add to the pain, the incoming mail is being deleted upon creation. That removed the reference to track back and it causes confusion especially on a long running case where 4-5 inline image is added. They can only rely on the time recorded when the issue is added to reference it back.

      Proposed Solution

      To have the ability to configure the attachments to be appended with time stamp. There should be a toggle in project level so that user get to choose if this only applies to specific projects.

      Also could consider wiki markup with a timestamp column, to place that information to point the attachment to the right one.

            Unassigned Unassigned
            rgee Richie Gee (Inactive)
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