Why is this issue closed as fixed if I am still observing the issue?

This was still happening on Atlassian's support instance in February.  Are they not up to date?

@brian.weichel1 it was fixed in Jira Service Desk 4.1

Just spent a couple frustrating weeks with support while they tried to figure this out.  Bugs need fixed.

Hello it happends again now on your portal

Hi, this is still not solved in Jira's Enterprise release 7.13.x and we need to wait until the next enterprise release which is still not out.
How about a bug fix for current enterprise release customers?

Hi,

Don't know what happened to my display name. Can't even mention you guys.

Either way I'm simply attaching the code here.

I used Script Runner for Jira and added a new Script Listener, which listens on the event "Issue Created".

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.attachment.Attachment
import org.ofbiz.core.entity.GenericValue
import com.atlassian.jira.ofbiz.OfBizDelegator
import java.util.Randomdef issue = event.issue
def attachmentManager = ComponentAccessor.getAttachmentManager()
List<Attachment> attachments = attachmentManager.getAttachments(issue)void renameAttachment(attachmentID, newName){
	OfBizDelegator delegator = ComponentAccessor.getComponentOfType(OfBizDelegator.class)
	for(GenericValue attachment : delegator.findByField("FileAttachment", "id", attachmentID)){ 
		attachment.setString("filename", newName)
		attachment.store()
    } 
}if(attachments.size()>1){
    ArrayList<String> fileNames = new ArrayList<String>()
 	for(attachment in attachments){
        def filename = attachment.filename
        if(fileNames.contains(filename)){
            fileNames.add(filename)
            Random random = new Random()
            String newName = new Date().format('yyyyMMddhhmmssmmm').toString() + " " + random.next(10) + " " + filename
         	fileNames.add(newName) //in case of multiple duplicatenames
            try{
               renameAttachment(attachment.id, newName) 
            }catch(exc){
                log.warn("Exception while trying to rename attachment: " + exc)
            }     
        }else{
			fileNames.add(attachment.filename)
        }
	}
}
//x 

Cheers

Hi Gezim, Please share link as interested in how you achieved this fix - script listener to monitor new issues created with duplicate attachments and rename appending the current timestamp.

kind regards,
Maria

Hi @gezim_shehu, I'm not sure how to DM or even @mention you in this comment, but I am very interested in your Script Listener work around! Would you be able to post something (maybe a link to git hub or something) that we can use? Thanks so much for your post!

Gezim, can you share a link to that or paste the code or a screenshot here? I'm sure many of us could benefit from it.

For anyone on a lower release than 4.1, eventually I did a workaround, using a Script Listener to monitor new issues created with duplicate attachments, if any is found, rename appending the current timestamp.

Hit me up in case you need it.

Hi @Henrique Bittencourt,

I'm not running the service desk, but I thought it was your cloud version which should always be the latest:

https://matrixreq.atlassian.net/servicedesk/customer/portal/1/SER-9212

How can you tell the version on the cloud?

Hi paul409302159,

Which JSD version are you at? I'm asking this because it seems like this bug was fixed on Jira Service Desk 4.1 as outlined at Jira Service Desk 4.1 Release Notes.

Regards
Henrique Bittencourt

I had the same problem reporting an issue:

https://matrixreq.atlassian.net/servicedesk/customer/portal/1/SER-9212

Please fix this as very frustrating for people on support requests and people handling the requests.

Thanks.

Hi Atlassian,

This bug was opened on 19 / Apr / 2017 next month we can celebrate its anniversary of 2 years, it is unacceptable to wait two years for the correction of an incident like this, the doubt that remains is for those who acquired versions 3.3.0, 3.4 .1, 3.4.2, 3.7.0, 3.8.1, 3.9.1, 3.14.2 and 4.0, is there a complement to the fix?
Best Regards.
 

We just noticed this issue. When viewing attachments from portal and the agent's comment section, they are messed up. But are shown correctly in the attachment box of agent's view. We are using Chrome.

Seems like the images reference directly to indexes instead of image id:s. Could you please fix the code - this is a serious issue.

Fix version was updated to 4.1

That's exactly what Atlassian have indicated to me as well.

Probably a March deliverable, based on that.

ashubovych@atlassian.com can we get an update on this? It's been 2 years.  

Hey, maybe its time to do something?

This issue is going on since a year, in progress 3 months, whats the expected turn around from In Progress

Any progress, we still have this issue

Hi Colleagues,

--Critical Bug 

– Customer Facing

This bug is getting us a lot of bad rep with our customers... I believe that is true for Atlassian as well.

Please resolve!

yes someone should put in the effort of combining all open issues on that topic - the sum of all those votes will be quite astonishing.

@Atlassian, please add cross ref to JSDCLOUD-3615

Even if that was create d ayear earlier, it's still in TO DO

There are plenty of other issues with the same problem, most of them with lots of votes, and as this is a serious bug, I would expect better agility in dealing with this, both for Server and Cloud versions...

related issues

There are several similar issues listed here: https://jira.atlassian.com/browse/JSDSERVER-4100 

Has anyone seen a response from Atlassian? Is there any indication of willingness to change the behavior or to keep the behavior the same.

This is a major problem for all our customers.

This is an essential functionality. More than 40% of our customer tickets have more than one screenshot attached! How can this bug be unresolved for several years now and still be catgorised in low priority??

This is becoming an increased frustration for our customers and our users - not sitting well with any of them. Copping more and more flack about how "well" this product works for us and our customers! (Tongue in cheek obviously!!)

I agree. It is very bad that this ticket has been open for years. Atlassian needs to fix it!!!

Why is this still low priority if it is customer facing?

By atlassian's SLA descriptions it's Moderate Priority - i.e., Moderate impact on the business. Customers uploading a second (or more than one) image are finding their images replaced. Comment threads are being modified as a result, which in turn creates rework for support teams. This can also cause rework - e.g., before and after shots which are misinterpreted.

Atlassian - At least update the priority to make it clear to your user base you're aware of the severity of the problem.

So... circling back around. It's been almost a year since my last comment and we're ALL still having this problem and Atlassian doing nothing about it? I can see hundreds of comments from customers all around the world using this product and still nothing? 

how can this be low priority? this is a basic functionality that is not working and is very confusing to customers. I myself have stumbled upon this issue when raising tickets via atlassian service desk many times, unbelievable that this is still not resolved.

We also need this correction to avoid customer confusion and frustration.

This is also impacting us. It's only the thumbnails that get duplicated the Jira view of the ticket shows the correct attachments.

This is impacting all of our customers - causing confusion and impatience.  Not a good experience for the customers at all.  PLEASE fix this issue.  Thank you.

indeed, many of our customers have this problem as well

we have to teach them how to not submit images with the same name, it sucks because most of them are not very good at this

I would suggest to optionally add something like version number

!image.png;1|thumbnail!
!image.png;2|thumbnail!
!image.png;3!

(1 - represents the first version of the image uploaded; 2 - the next; and so on. the smallest the version number, the older the image version)

or/and attachment ID

!12345/image.png|thumbnail!
!12356/image.png|thumbnail!
!23478/image.png!

(This way you do not need to change any functionality, except of syntax and a few changes in the handler - very quick fix with a huge impact)

While (in both variations above) preserving the original notation (backward compatibility):

!image.png|thumbnail!
!image.png!

Hope this will help to solve the issue faster.

Yes, it is a big issue, especially in Jira Service Desk.

We cannot control over the filenames that customers are choosing to upload.

Please fix ASAP. One of the annoying bugs that is visible to customers.

We are using Jira Service Desk, Core and Software - all of them are on-premises.

Thanks!

Also it happends with Jira based portals , like, Riada

https://portal.riada.io

That really sucks, bad, bad user experience....

This issue impacts customers and not been fixed for almost 2 years. Great Support from Atlassian .

At least you should disable attaching from clipboard, if you are not able to fix the issue promptly.

Agreed to be fixed is good though. That's progress.

This is what I've got for now:

Hi Denis,

Thanks again for bringing this JSD ticket to my attention. In discussion with the product manager for Jira Service Desk, this is something that the team has has agreed to fix. Unfortunately, I cannot give you an exact timeline, since this would be prioritized amongst other items on the team’s roadmap.

Thank you!!! It is very important.

Hi All,

JFYI. I raised a question re this bug during my videosurvey session with Atlassian people yesterday, they promised to help with escalation. Let's see what happens,

Why the priority is LOW? Atlassian, please explain! It's absolutely unbelievable how Customer facing issue could be low priority.

Its been over a year, the person reporting this issue has even left and been made inactive. 

Is anyone from the Atlassian team even looking at this "LOW" priority bug on their end? It is super frustrating. 

Hi, this issue is very important for us!  We rarely use IE because of his bad performance. This bug makes using the Customer Portal Jira Service Desk unattractive for a lot of users.

In Jira Cloud it also happens if an agent adds the images, or if the client does through the portal, or sending the request by email...., it's a blocker for us.

The issue occurs only when adding screenshots through the Customer Portal interface. In the standard Jira interface (as an agent) timestamp is being added to the name of the image file.

How is this Customer facing bug ended up Low in priority?

I have added a comment to the Jira Cloud related ticket. This issue is very important for us. Any feedback is very welcome.

From our investigation, trouble comes from Mozilla Firefox and Google Chrome JavaScript's engines which provides "paste" event with fixed "name" attribute "image.png" when mime type is "image/png". Internet Explorer generates a unique name from paste-action timestamp including milliseconds.

We can consider JIRA ServiceDesk should check for attachment name collision before allowing to submit a new file with existing name in issue - may also happen when uploading files from different folders but with same names.

Additional behaviors we may expect:

• JSD code generates its own attachment name from timestamp (to mimic IE for instance)
• replace/extend wiki syntax "! image.png!thumbnail !" so that to point attachment by ID instead of by name

Very annoying bug. Makes user adoption very problematic : they feel that their work was lost since it's not visible anymore.

I'm wondering how Atlassian cares about customers, if such a simple but important customer facing issue is not being addressed for more than a year?

When customers see such a bug - they stop any plans to purchase JSD. How partners should sell this product if customers cannot use it or can but with additional difficulties for them and their service desk teams?

Atlassian, please fix this issues ASAP.

BTW this issue is valid for requests received via email channel.

This is a small, but yet blocking issue for many of our customers.