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  1. Jira Service Management Data Center
  2. JSDSERVER-1293

Unwanted Template Images attached to Service Desk Issue

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      Summary

      JIRA Service Desk is attaching images to Service Desk Issues which form part of the Service Desk E-mail template when users respond via E-mail.

      Steps to Reproduce

      1. Create a ticket via email as a 'customer'.
      2. This will send an email to nominated agents about the new ticket creation.
      3. As one of the nominated agents, respond to email that you have just received.

      Expected Results

      Comments/Responses should be added without anything else but the text. Template Image content should not be attached to the issue.

      Actual Results

      Extra images (Issue type icon, company logo,comment icon) are attached along with the comment
      This occurs for every comment sent.

        1. Screen Shot 2015-06-30 at 10.54.29 am.png
          Screen Shot 2015-06-30 at 10.54.29 am.png
          38 kB

          Form Name

            [JSDSERVER-1293] Unwanted Template Images attached to Service Desk Issue

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305007 ] New: JAC Bug Workflow v3 [ 3125600 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058926 ] New: JSD Bug Workflow v5 - TEMP [ 2305007 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056295 ] New: JSD Bug Workflow v5 [ 2058926 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955807 ] New: JSD Bug Workflow v5 - TEMP [ 2056295 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615787 ] New: JSD Bug Workflow v5 [ 1955807 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: need-investigation New: affects-server need-investigation
            Maciej Rzymski made changes -
            Remote Link New: This issue links to "Page (Extranet)" [ 246133 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602954 ] New: JSD Bug Workflow v4 [ 1615787 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398825 ] New: JSD Bug Workflow v2 [ 1602954 ]

            Matthew McMahon (Inactive) added a comment -

            Unfortunately some clients such as Outlook will modify the image inside a reply, which includes stripping the metadata and changing the content-id. If 1 of these is present, then JSD will detect that it is it's own image and not attach the issue, however due to these being stripped and the image altered, there is nothing that can be done.

             

            Matthew McMahon (Inactive) added a comment - Unfortunately some clients such as Outlook will modify the image inside a reply, which includes stripping the metadata and changing the content-id. If 1 of these is present, then JSD will detect that it is it's own image and not attach the issue, however due to these being stripped and the image altered, there is nothing that can be done.  

              mmcmahon Matthew McMahon (Inactive)
              malmeida Marcus Silveira
              Affected customers:
              3 This affects my team
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: