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  1. Jira Service Management Cloud
  2. JSDCLOUD-5912

Attaching a screenshot in an issue from queue screen will refresh the browser content

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • Queues
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      Summary

      When attaching a screenshot in an issue from Queue screen, it will refresh the browser content. If the customer already type in a text in the comment field and attaching the screenshot, the comment field will be cleared.

      Why this is a problem

      Data loss as contents of the comment box are lost upon what appears to be a forced page refresh

      Any browser

      Steps to Reproduce

      1. Open a Jira Service Desk Queue
      2. Click an issue to view it
      3. Type in a text in comment field.
      4. Get a screenshot by using CTRL+CMD+SHIFT+3 . Then paste it to the comment field using CMD+V
      5. A pop up screen to attach screenshot display. Then, click upload

      Expected Results

      The screenshot thumbnail append to the comment field.

      Actual Results

      The browser page is refresh and the comment field is cleared.

       

      Workaround

      Open the issue not from the queue. Use https://instancename/browse/ISSUEKEY

        1. Attach_Screenshot_-_JSD_VDOG.jpg
          Attach_Screenshot_-_JSD_VDOG.jpg
          102 kB

          Form Name

            [JSDCLOUD-5912] Attaching a screenshot in an issue from queue screen will refresh the browser content

            Emma Young added a comment -

            Hi everyone,

            I'm Emma, a developer on the Jira Service Desk team. I know this bug has been frustrating for a lot of you, so I'd like to thank you all for your patience while waiting for this to be fixed.

            We're happy to let you know that we've now released a fix for this bug, and will be marking this ticket as closed.

            Thanks,
            Emma

            Emma Young added a comment - Hi everyone, I'm Emma, a developer on the Jira Service Desk team. I know this bug has been frustrating for a lot of you, so I'd like to thank you all for your patience while waiting for this to be fixed. We're happy to let you know that we've now released a fix for this bug, and will be marking this ticket as closed. Thanks, Emma

            Per Jan Hagevik added a comment -

            By fixing this bug, our helpdesk will be better! 

            Per Jan Hagevik added a comment - By fixing this bug, our helpdesk will be better! 

            Malin added a comment - - edited

            Data loss is a big deal! Very disappointed to see this in "Long term backlog"  

            Malin added a comment - - edited Data loss is a big deal! Very disappointed to see this in "Long term backlog"  

            Aleksander N. Aasgård added a comment -

            Annoying bug that we experience several times daily.

            Aleksander N. Aasgård added a comment - Annoying bug that we experience several times daily.

            Kristian Eriksrud added a comment -

            Very frustrating bug, hope this will get fixed very soon. 

            Kristian Eriksrud added a comment - Very frustrating bug, hope this will get fixed very soon. 

            Daniel Braikeh added a comment -

            Hello, how is doing this bug correction ?

            Daniel Braikeh added a comment - Hello, how is doing this bug correction ?

            Jacques Barbe added a comment -

            Please solve this...  :'(
            I don't understand how it doesn't even bother you internally.
            This is the most obvious bug of help desk cloud.
            Any help desk agents who do support on a daily basis has encountered this. 

            The workaround... given the price of an agent license... I think it is not acceptable.

            Jacques Barbe added a comment - Please solve this...  :'( I don't understand how it doesn't even bother you internally. This is the most obvious bug of help desk cloud. Any help desk agents who do support on a daily basis has encountered this.  The workaround... given the price of an agent license... I think it is not acceptable.

            Jimmy McCrillis added a comment -

            It's been more than a year.  Hugely annoying.

            Amazing

            Jimmy McCrillis added a comment - It's been more than a year.  Hugely annoying. Amazing

            Rob Fea added a comment -

            +1! The entire purpose of the queues is for easily managing your issues. The workaround of access the issue directly is completely outside the support workflow. Even if I tried to do that workflow, I can't imagine remembering to do it, let alone my entire team.

            Rob Fea added a comment - +1! The entire purpose of the queues is for easily managing your issues. The workaround of access the issue directly is completely outside the support workflow. Even if I tried to do that workflow, I can't imagine remembering to do it, let alone my entire team.

            Daniel Braikeh added a comment -

            Hello, I totally agree with Sandy !

            +1

            Daniel Braikeh added a comment - Hello, I totally agree with Sandy ! +1

              Unassigned Unassigned
              nroslan Atiqah Roslan
              Affected customers:
              28 This affects my team
              Watchers:
              30 Start watching this issue

                Created:
                Updated:
                Resolved: