JSM Email Request - the wrong image is included in a comment added by an incoming email

Issue Summary

If an Issue is created with an Image in the description via Service Desk Incoming mail Handler and then customer replies to the Issue Create Customer Notification, with another image, below is observed when the comment is added

• First Message is added to the comment
• Then Image from description gets added.
• Then image as part of the reply message gets added

This is reproducible on Data Center: yes

Steps to Reproduce

1. Customer sent an email to the Service Desk Email Handler mailbox with an image. The Issue is created and the image is added to the description as below.
   
2. Customer receives Issue Create Service Desk Notification as below.
   
3. Customer then Replies on top of Issue Create Notification with another image.
   
4. The comment gets added from the reply email, and in the comment, the message gets added first. Then the image from Original email followed by the image from reply message gets added.
   

Please note that under the Attachments, we are not seeing description attachment getting duplicated.

Expected Results

Image from description should not be added in the comment.

Actual Results

Image from description gets added to the comment.

Note about this bug

The bug only occurs in the case where the image attached to the email has the same name as an image that was already attached to the ticket.

A very common scenario where this issue occurs is in the case where customers reply to JSM customer notifications with an inline image that has the name image.png. In such case, the following will happen

• when the 1st email is sent to the JSM ticket, the image is stored in the ticket attachment with the name image.png, and the right image is added to the comment
• when the 2nd email is sent to the same ticket, with a new inline image that has the same name as the previous image (image.png), the following will happen:
  • the new image will be stored in the Jira ticket with a new name modified by Jira: image-1.png
  • however, since the email source refers to the image name image.png, the Jira application displays the previous image (that came from the 1st email) inside the comment added from the 2nd email

Workaround

There is currently no "good" workaround for this type of issue, due to how the Jira application handles images coming from emails using duplicate file name.

The only way to prevent the bug from happening is to ensure that images included in emails always have a unique file name.