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Suggestion
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Resolution: Duplicate
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None
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2
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Summary
When multiple attachments are uploaded with the same name, whilst each individual image is saved to Jira itself, in the customer portal the customer see's duplicate attachments of the first image uploaded - after saving that is, the preview shows as intended. Also in the comments on the Jira side the same attachment repeats itself like in the portal. But if you go to the attachment field of the issue you can see the individual images.
Presumably, because it looks for the image name, finds the first image with that name and re-uses the same image for each subsequent attachment. This is very confusing for customers who believe they uploaded the same image multiple times. This also makes it very difficult for the agent to know which attachments belong to which comment.
You notice this a lot when customers have to paste multiple screenshots into a ticket.
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I have attached two images (one is 6 kB, the other is 14 kB) to this job with the same name: Image001.png.
Only the last loaded image will display for multiple references to the image.
The list of attachments seems to understand that the two are different as one of them is greyed out. When you click on the greyed image name, the correct image is displayed.
The situation that precipitated this suggestion is from a ticket I worked where the reporter supplied three images, but only the last one was displayed.
Clicking on the middle one of the attached images list showed a different image.
When you click on one image and then scroll through the pictures, the different image is displayed.
[added] Noted that when you have the THUMBNAIL view of the attachments, you can see the different image (and its name is normal rather than a link color). The above problem is more obvious when you have the LIST view of the attachments,
- duplicates
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JSDCLOUD-3615 Adding an attachment with an identical file name will change all existing references in a request
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- Closed
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[JSDCLOUD-5634] Improve handling of images with same name.
I would suggest to optionally add something like version number
!image.png;2|thumbnail! !image.png;2!
(1 - represents the first version of the image uploaded; 2 - the next; and so on. the smallest the version number, the older the image version)
or/and attachment ID
!12345/image.png|thumbnail! !12345/image.png!
(This way you do not need to change any functionality, except of syntax and a few changes in the handler - very quick fix with a huge impact)
While (in both variations above) preserving the original notation (backward compatibility):
!image.png|thumbnail! !image.png!
Hope this will help to solve the issue faster.
Yes, it is a big issue, especially in Jira Service Desk.
We cannot control over the images that customer chooses to upload.
Please fix ASAP. One of the annoying bugs that is visible to customers.
We are using Jira Service Desk, Core and Software - all of them are on-premises.
Thanks!
This happens on Jira Service Desk Server (version 3.13.2) as well.
Hello we are experiencing same issue in our Jira service desk. Is there going to be any fix for this in near future? We already almost lost few customers because of this confusion.
Best regards,
Ondrej
The above added comment illustrates that a subsequently loaded image with a name that is already in the job will change previously loaded images with that name. The result is that the ticket becomes very hard to understand what is happening unless you take the time to identify the dates/times when images were loaded and then view the appropriate image from the attachements. That would be harder to do if the LIST view is the normal view that one works with, as is the case for myself.
The main issue is when an email is submitted with multiple images. The images should be number differently to save this confusion.
Further confusing is that any images in the signature are repeated. Can images in the signatures be removed as part of creating a ticket?
Add a totally different file with the same name of Image001.png and the original description will change to this image.
Hey guys,
Allow me to share with you that we are closing up this feature as a duplicated one of JSDCLOUD-3615. Please, add yourself as a watcher of this public ticket in order to hear about updates on the development cycle.