Summary

When adding an attachment in visual mode, any previous comment is deleted. This inconstant behavior is confusing to Agents and leads to a lot of lost comments and work.

Steps to Reproduce

On a Service Desk ticket

1. Write a comment in the comment box
2. Click the Attachment button in the box to add an attachment
3. A dialog with an attachment and blank comment box appears
4. Add attachment

Expected Results

The comment will be preserved, along with the new attachment.

Actual Results

The comment is deleted and the attachment is added instead.

Notes

This is similar to the following requests. It has previously been stated that this may be intended functionality, however due to the fact that this does not occur when using Text instead of Visual mode, raising as a separate bug.

• https://jira.atlassian.com/browse/JSDSERVER-4788
• https://jira.atlassian.com/browse/JSDSERVER-3114
• https://jira.atlassian.com/browse/JRASERVER-46035

Workarounds

• Use Text mode instead of Visual when creating the comment.
• Add attachment separately first before writing comment
• Write comment at the time of adding the attachment in the dialog that appears