Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4788

Attach screenshot by pasting an image from the clipboard removes the draft comment in Text mode

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      Summary

      Attach a screenshot with to-be-submitted comment in Text mode will remove the comment from the Commend field.

      Steps to reproduce the problem

      1. Create an issue from JIRA in a Service Desk project.
      2. Copy a screenshot to clipboard.
      3. Search for the issue created in step 1 via
      4. Type something in the comment in the Text mode, do not submit the comment.
      5. Paste the image (Ctrl + V).
      6. Upload the screenshot in the pop-up screen.

      Expected result

      Screenshot will be uploaded, the comment remains in the Comment box with the wiki markup link of the screenshot at the end of the comment text

      Actual result

      Screenshot will be uploaded, however, the comment is dismissed

      Notes

      This does not happen to issues in Business or Software projects.

      Workaround

      • Use Visual mode for the comment
      • Do not search for the issue via the Issue Navigator, open the issue via the menu Issues > Recent issues.

            [JSDSERVER-4788] Attach screenshot by pasting an image from the clipboard removes the draft comment in Text mode

            Justin Alex Paramanandan added a comment -

            One of my customers has flagged this issue as well. The workaround I told them is to attach the attachment to the issue first, before adding a comment (else that comment will be lost).

            Justin Alex Paramanandan added a comment - One of my customers has flagged this issue as well. The workaround I told them is to attach the attachment to the issue first , before adding a comment (else that comment will be lost).

            Jim Baker added a comment -

            This affects us with JIRA and Service Desk cloud 

            Jim Baker added a comment - This affects us with JIRA and Service Desk cloud 

            Sandra Wheeler added a comment -

            Hi,

            I'm currently testing JSD 3.3.0 prior to upgrading our production system, and have noted what is essentially the same issue, also on server rather than cloud but the comments are in Visual mode, not text. 

            My recreation steps are:

            -Create an issue in JSD

            • Click on the Comment field (leave in Visual mode)
            • Write some text to the customer
            • Click on 'Add attachment'.
            • Browse and selected a word document
            • New pop up appears 'Add attachments'. The document I selected is showing there.
            • There is no text on the comment field
            • I write some more comment and click 'Share with Customer'
            • The comment is added, along with the attachment
            • I still see my original comment with the attachment inline. It looks rubbish so I move it to the next line.
            • I click 'Share with Customer'
            • In JSD, I see the document once on the 'Attachments' section.
            • When I look via the portal, both comments are visible and both the document appears attached twice.

            I note something similar was logged in JSD-3114, which appears to have been closed with a 'working as designed' or similar resolution. As someone who supports non-technical staff within my organisation, I can advise that they broke/hit this problem the very first time they undertook some testing of the new JSD instance, and it is not a user-friendly feature. Please look at this, my recommendation would be to lose that additional pop-up window.

            Sandra Wheeler added a comment - Hi, I'm currently testing JSD 3.3.0 prior to upgrading our production system, and have noted what is essentially the same issue, also on server rather than cloud but the comments are in Visual mode, not text.  My recreation steps are: -Create an issue in JSD Click on the Comment field (leave in Visual mode) Write some text to the customer Click on 'Add attachment'. Browse and selected a word document New pop up appears 'Add attachments'. The document I selected is showing there. There is no text on the comment field I write some more comment and click 'Share with Customer' The comment is added, along with the attachment I still see my original comment with the attachment inline. It looks rubbish so I move it to the next line. I click 'Share with Customer' In JSD, I see the document once on the 'Attachments' section. When I look via the portal, both comments are visible and both the document appears attached twice. I note something similar was logged in JSD-3114 , which appears to have been closed with a 'working as designed' or similar resolution. As someone who supports non-technical staff within my organisation, I can advise that they broke/hit this problem the very first time they undertook some testing of the new JSD instance, and it is not a user-friendly feature. Please look at this, my recommendation would be to lose that additional pop-up window.

              mma Martin Ma
              michin Michelle Chin
              Affected customers:
              14 This affects my team
              Watchers:
              19 Start watching this issue

                Created:
                Updated:
                Resolved: