Product update 16th October, 2023

Hi Everyone

Happy to announce that we have released this improvement to everyone and is available to all by default. One pre-requisite to have this improvement is that HTML email parsing must be enabled (<tenant>/jira/settings/products/jira-service-management-email-requests).

If you are not able to view the improvements, reach out to me at msingh10@atlassian.com and we will look into the same.

Product update 3rd October, 2023

Hi Everyone,

I am excited to share an update with respect to this request. We have started rolling out the improvements wherein, if any image is received via email and is already present in ‘Attachments’ section, will not be uploaded to ‘Attachments’ section again. These images can be part of email signatures or email body. You can read more about the solution in this community post: https://community.atlassian.com/t5/Jira-Service-Management-articles/Preventing-the-attachment-of-duplicate-images-from-emails-to-the/ba-p/2495189#M3515

We have initiated the deployment of this functionality, and it is expected to be accessible for all JSM Cloud users by October 12th, 2023.

We hope the solution will prevent repeated images getting attached in issue screen and maintain a clean and organized workspace within JSM. We would love to hear your feedbacks on the solution.

Cheers,

Manpreet

PM, JSM

Problem Definition

Issues created from emails attach files such as marketing advertisment images or even text often included in singatures to an issue, which can clutter things for issue asignees in that they might not be able to filter out important attachments or will lose valuable time in manually deleting attached duplicate files from attachments. Additionally, administrators may want to restrict certain files from a source from being attached to new and existing issues.

Suggested Solution

Implement a file and text filter on a global (JIRA administrators) and/or project level (Project administrators) to exclude selected attachments or text from email content for new issues or comments added to existing. Next to each file there could be an option to quickly exclude attached file names and size (in case a different file with the same name is attached). We could have a filters manager in which admins could remove previously selected files and allow to be included in issue attachments again (similar to lists for blocked users in IMs).

Why this is important

Issues with multiple files not pertinent to request or problem description not only clutter the system but also can cause delays in ticket processing or asignee to miss important attachments in growing list of duplicate files.