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  1. Jira Service Management Data Center
  2. JSDSERVER-4342

Requests created from email with inline images in the mailbody result in broken images in the description field of a Service Desk request

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    Description

      Summary

      When raising a request in a Service Desk project through email, and the email contains an inline image in the mail body, the Service Desk request created will display a broken image icon on the location where the inline image is supposed to be.
      This appears to relate to https://jira.atlassian.com/browse/JSD-3730 however that particular bug refers to the JIRA view issue screen.
      In JIRA 7.2.2/Service Desk 3.2.2 this appears to be resolved for the JIRA view issue screen, however when viewing the request in the customer view, it remains broken

      Steps to Reproduce

      1. Setup a Service Desk project with a mail channel
      2. Send an email with an inline image to the mail channel

      Expected Results

      The request created from the email should display the inline image in the description when viewing the request in the customer view

      Actual Results

      The description of the request will display an broken image icon on the spot where the image is supposed to be.
      When reviewing the developer comnsole, the image element displays the following error:

      Failed to load resource: the server responded with a status of 403 (Forbidden)
      

      Notes

      It appears that when the image gets inserted into the description field, the corresponding attachment is interpreted by JIRA as an internally added attachment.
      Wiki references to such an image will be placed in the description field, but it will fail to load in the customer view as only external content can be displayed there.

      Workaround

      As an Agent, add an external comment to the request with a link to the image. This will make the image available externally and makes it show up in the description field.

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              szaporozhtsev Sergey Zaporozhtsev (Inactive)
              mnassette MJ (Inactive)
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                Updated:
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