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.

Same problem here with Outlook 2010. Logo defined in Help Center gets added as attachment to the issue.

Thanks

I have had a look, and with my own testings with Outlook (for Mac 2011) it appears that Outlook will modify the inlined images.

The images are inlined with a specific content id and with metadata added to the png file. Either of these on their own is enough for us to understand in the incoming mail handler that they are a template image and should not be attached to the issue.

However, in Outlook under some circumstances I don't fully understand yet it will recreate the inlined image, adding its own content id and removing all the png metadata (sometimes converting to jpg). When this happens, the incoming mail handler is unable to know that it is a template image. However, if I would reply to the email in Outlook, changing about nothing, resizing no screens, then Outlook would not change the image and it was not attached to the issue.

Will do. I'll be adding the images to the support ticket now.

Hi Tony,

Could I ask whether you can upload as attachments either here, or on your support request, both the logo image you initially used to add to the Help Center, and one of the images that has been added to an issue via email reply?

If can also include the original source of the email reply as an attachment as well, that would be very helpful to assist investigations.

Regards
Matt

Correct, I am referring to the same logo. I'm not exactly sure of the email client that customers are using, but since they are internal to our company, most of them are using Outlook (either 2010 or 2013 for Windows, 2011 or 2016 for Mac). It happens quite reliably so we have many tickets that are now full of attachments.

Hi tony.arous

Thanks for the clarification.

Is this referring to the logo that you can upload on the Help Center, and included at the bottom of all Service Desk emails?

If so, this is a strange problem. The attachment has a specific content id attached to it, as well as metadata added to the image. Both of these are checked by the Incoming Mail Handler and if either is found to match what was sent for an attachment, then it is not added to the issue.

My testing has been unable to reproduce. However I am using gmail as the client. Can I ask what client is being used to receive and reply to mails? Does this happen for every issue or only some? When it does happen is there anything in common amongst the email clients being used?

Regards
Matt

Hi Matt,

Yes, it is the Service Desk Mail Handler. In fact, we do not have any other handlers configured in our JIRA installation.

I do have a support case open already using my same email address.

Hi tony.arous

Can you confirm that the mail handler that received and processed the messages in question, is the Service Desk Mail Handler, and not the JIRA Mail Handler? One way to confirm is to see if the mail in question is listed in logs at /secure/admin/SDMailInfo.jspa

My testing has shown that the Service Desk Mail Handler is able to understand that the logo is one that it added, however other mail handlers are unlikely to be able to know that it came from Service Desk.

If it is definitely the Service Desk Mail Handler, can I please ask that you open a support ticket at https://support.atlassian.com so that we can investigate this in more detail and with better privacy?

Regards
Matt
JIRA Service Desk developer

We are seeing this with the logo image included at the end of the Service Desk email sent to customers. The logo is repeatedly attached to the issue.

JIRA Service Desk 3.1.2
JIRA Core 7.1.1
JIRA Software 7.1.2