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Suggestion
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Resolution: Fixed
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204
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39
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Note : This feature request is created as an extension to JRA-2169 since JIRA and JSD is using a different mail handler. It will be desirable to have this feature implemented for both JEPP and JIRA Mail Handler, hence the creation of this feature request ticket.
Current Situation
When an image/attachments with the similar file name is being attached to a comment. The previous comment with inline image/attachments will be pointed to the latest updated image.
Notice - this applies also to attachments pasted directly from the clipboard (i.e. take a screen shot 1, then paste into the attachment area of the ticket, then take another screen shot and paste into the same area; while at first the thumbnails will look different, on hitting 'submit' button the thumbnails will change to show only 1 attachment)
Use Case
At a support/helpdesk environment, user does not have control over the mail client that the customers use. Which in most of the case, image/attachments are pasted directly to the body of the mail or in the ticket on the customer portal, causing the default file naming to be identical (image.png) and this causes that all the previous thumbnails added will change to the latest image added with that name.
This has seriously crippled the usability of JIRA as the old comments (with similar file name) no longer represents the state that it should be in.
To add to the pain, the incoming mail is being deleted upon creation. That removed the reference to track back and it causes confusion especially on a long running case where 4-5 inline image is added. They can only rely on the time recorded when the issue is added to reference it back.
Proposed Solution
To have the ability to configure the attachments to be appended with time stamp, there should be a toggle in project level so that user get to choose if this only applies to specific projects or to generate a random name for each image pasted.
- derived from
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JRASERVER-2169 Jira does not differentiate between attachments of same name in comments while it does in attachment section
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- Closed
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- is duplicated by
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- relates to
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- is related to
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PS-36003 Loading...
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| Form Name | |||||||||||
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[JSDSERVER-4100] Provide the ability to append timestamps to attachment names to avoid image display problems when attachments have the same name
I'm experiencing a major bug as a result of this:
1) Agent attaches File1
2) Agent attaches a new File1
3) Customer opens the email notifying them of the first File1 - link fails with a 403 error
4) Customer goes to the portal and opens the attachments on the right-hand list... the more recent File1 will work, but the older one gives a 403
This is a huge issue to our customers. Previous links sent in emails should work unless the attachment is deleted. Additionally, inaccessible attachments shouldn't be listed in the attachment list. Either hide the older versions or make them accessible as well. Why not auto-add a version # to each new file added with the same name?
Thanks,
Shanelle
Also, about the other bug, funny how that bug was created almost a year after this one, yet this one still has not been worked on at all...
Sorry, i stand corrected, this is a suggestion and not categorized as a bug. I guess this probably should have been a bug from the start then.
@Henrique, I am referring to as a user (aka the client not the agent) that only sees the service desk UI with just comment after comment. As users, we have no ability to see any backend "attachments", therefore, this causes a huge issue from the user perspective.
I not sure but I think this bug seems like a dup or at least related to JSDSERVER-5054.
Since its status is "In Progress" we should expect a fix being released very soon.
I encourage you to vote on the bug ticket and add yourself as a watcher to be kept informed of progress going forward.
this is so broken - I am amazed every time that atlassian ignored this for such a long time and still seems to ignore it.
WOW, it is even worse than i thought. Even if you past screenshots in 2 different comments in Service Desk, all previous screenshots will only show the latest screenshot posted. That is a HUGE issue from a user perspective!!! You really expect users to save the screenshots to a folder before uploading just to get a different file name?!?!
I honestly hope i have many reasons to open support tickets with Atlassian and provide as many screenshots as possible to emphasize this issue. However, i'm guessing that on the backend where the service engineers work, they don't see this as an issue. Therefore, all my efforts are going to fall on deaf ears. Hopefully this gets resolved soon!
Hi abarylak,
Just a heads up on this bug.
The screenshots will still be available at the "Attachment" section, only the thumbnails (at the comments) are affected.
...this causes that all the previous thumbnails added will change to the latest image added with that name.
+1 for this as well. We don't implement Service Desk, but this is annoying as a user of multiple service organizations that use service desk. I don't know why it always amazes me at the lack of resolution to issues like this that impact the user so much. Especially the pasting of screenshots. This means that only the last screenshot is retained. Which results in lots of work performed by a user to resolve issues just went to waste, and they then have to add additional comments one at a time and reproduce the screenshots again. This causes a lot of redundant work from the USER perspective and makes these tools look unrefined and very unfriendly to us users. Please think of the users, not just how internal Atlassian uses the tools. Thanks.
This problems affects our users in a IT company which supports many national banks. Since there are thousands of SD customers there is no way to dictate them to use a different name for each attachment / screenshot. A convenient fix is deeply needed.
Best, Kubilay