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  1. Jira Service Management Data Center
  2. JSDSERVER-6475

Attachments with the same name through e-mail are not being identify by Jira Service Desk

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • 4.8.0
    • 4.2.1
    • Email - Incoming
    • None

      Issue Summary

      When an issue is created thought e-mail and there is more than one attachment with the same name, JSD creates a new ticket replacing all the attachments by the last one with the same name on the description of the issue.

      Environment

      Jira Service Desk 4.2.1

      Steps to Reproduce

      1. Send an e-mail to create the ticket with two or more attachments with the same name.

      Expected Results

      The expected result would be that Jira Service Desk displays the attachments correctly on the Description.

      Actual Results

      Jira Service Desk replace all the attachments with the same name by the last one identified in the e-mail.

      Workaround

      Currently, there is no known workaround for this behavior. A workaround will be added here when available.

        1. image-2019-11-26-09-53-43-185.png
          1.26 MB
          moofoo
        2. jsd46_log.zip
          324 kB
          Meriem Dhahak
        3. localhost_2990_jira_projects_TEST1_queues_custom_25_TEST1-2.png
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          moofoo
        4. localhost_2990_jira_servicedesk_customer_portal_3_TEST1-2.png
          1.12 MB
          moofoo
        5. Screen Shot 2019-11-25 at 11.34.12 AM.png
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          Meriem Dhahak
        6. Screen Shot 2019-11-25 at 11.34.12 AM.png
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          Meriem Dhahak
        7. Screen Shot 2019-11-25 at 11.34.34 AM.png
          762 kB
          Meriem Dhahak
        8. Screen Shot 2019-11-26 at 9.50.42 am.png
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          moofoo

          Form Name

            [JSDSERVER-6475] Attachments with the same name through e-mail are not being identify by Jira Service Desk

            moofoo (Inactive) added a comment -

            This issue should be fixed by https://jira.atlassian.com/browse/JRASERVER-2169

            moofoo (Inactive) added a comment - This issue should be fixed by https://jira.atlassian.com/browse/JRASERVER-2169

            Yanick Vertefeuille added a comment -

            For a test, with outlook.live.com I have sent a support request with two screenshots, as shown here:
            https://paste.pics/cbd6ce487a4b18e928d9fd47bd95ffc9

            Here is what was created in Jira Service Desk 4.2. You can see that the two images were properly added to the attachments but the message section is using the second image everywhere.
            https://paste.pics/9cb0ee3d458fe9b75d4686b1abc5f6f3
            -----------------------------

            The big issue here is that customers will send questions from a diversity of mail clients (gmail, outlook online, outlook desktop, etc...) and they very often just paste the screenshots inline in the email (in context with the text explaining their issue). The file naming for inline screenshots seems to be determined by the mail client itself (ex: for outlook.live.com, as you can see from the second screenshot all pasted images are named image.png...).

            Yanick Vertefeuille added a comment - For a test, with outlook.live.com I have sent a support request with two screenshots, as shown here: https://paste.pics/cbd6ce487a4b18e928d9fd47bd95ffc9 Here is what was created in Jira Service Desk 4.2. You can see that the two images were properly added to the attachments but the message section is using the second image everywhere. https://paste.pics/9cb0ee3d458fe9b75d4686b1abc5f6f3 ----------------------------- The big issue here is that customers will send questions from a diversity of mail clients (gmail, outlook online, outlook desktop, etc...) and they very often just paste the screenshots inline in the email (in context with the text explaining their issue). The file naming for inline screenshots seems to be determined by the mail client itself (ex: for outlook.live.com, as you can see from the second screenshot all pasted images are named image.png...).

              ashubovych moofoo (Inactive)
              slenz@atlassian.com Susane Lenz (Inactive)
              Affected customers:
              4 This affects my team
              Watchers:
              10 Start watching this issue

                Created:
                Updated:
                Resolved: