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Bug
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Resolution: Duplicate
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Low
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None
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2.4.1, 3.0.0-OD-02
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
Images are broken in email:
This is a problem with the JIRA Service Desk. When an image is attached by an internal account or by a customer, the image that shows up in the automated email is broken.
Steps to Reproduce
Steps to Reproduce [bug 1]:
- Create a Service Desk ticket as an agent or as a customer. Here is the portal:
- Make sure your Agent account is the assignee. Make sure your customer account is the customer on the ticket.
- Log in as an Agent and navigate to the Service Desk.
- Open that ticket on behalf of a customer for editing and go to "More" and select "Attach Files".
- Make an external comment and attach an image to it.
- Log into the email account associated with the customer account. You should see the email come through with a broken image for the attached email.
[bug 2] The problem also happens the vice-versa direction, and presumably this is the same underlying issue:
- Log in as a Customer and navigate to your list of open tickets.
- Edit the same ticket and add an image to a comment.
- Log into the email account associated with your Agent account
[bug 3] A third related problem is when you comment and add the attachment on the same time, JIRA doesn't recognize that it exists when it sends the email, so the email contains an error message for the attachments, saying it doesn't exist, even though it is successfully added to the ticket. Another email is sent right after saying the attachment was added:
- Same steps as above, only add the attachment on commenting, by clicking the attachment icon
[bug 4] This can also be replicated with emoticons.
Expected Results
The customer should receive an automated email with that external comment.
Actual Results
[bug 1 and 2] In first two cases, the images are broken:
[bug 3] The third problem shows this:
[bug 4] Here is the emoticons problem:
Note
It seems that an agent emailing him/herself does not cause this problem.
Workaround
None so far.
- is duplicated by
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- Closed
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- relates to
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- Closed
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- Closed
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- Closed
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![[JIRA Server (Bulldog)]](/images/icons/generic_link_16.png "[JIRA Server (Bulldog)]")
JSB-77
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RAID-199 Loading...
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[JSDSERVER-2324] Broken images in SD emails
This is a duplicate of JSD-1370, and is a result of images not being correctly inlined, and therefore unless the email client shares a session with JIRA (web browser client perhaps) the images will not render correctly.
The fix for this, is actually blocked by the JIRA issue JRA-41675, and therefore I would recommend watching both issues for updates.
Ultimately it will require a JIRA upgrade as well as Service Desk upgrade when everything is released. However, at the moment it is not possible to give any estimate as to when this will be fixed.
Attachments are broken for external emails parsed by the mail handler as well. Emails with attachments are ignored entirely and not ingested into Service Desk.
Hi jsilveira
In regards to the issue of not being able to add an attachment to a comment at the same time as making the comment, may I ask if this is happening when you are adding large images for examples?
If possible, can this be raised as a separate concern?