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Bug
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Resolution: Fixed
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Medium
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4.8.0, 4.7.1
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16
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Severity 3 - Minor
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6
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Issue Summary
When attaching an image using within the email body, the comment shows an incorrect image and end up with two different images.
Example:
Drag and Drop OR copy-paste a picture in the email body image001.png then check out the text mode in the comment, it points to the correct image which is image001.png.
However, when sending another image with the same name image001.png using Drag and Drop OR copy-paste a picture in the email body, the image uploads correctly with the new name image001-1.png.
But the comment does not get updated and remains with the original name of the image which is image001.png which is incorrect behaviour, and within the same comment, it will include the new name of the picture which is image001-1.png. So you will end up with two different pictures within the same comment. One is correct and the other one isn't.
Steps to Reproduce
- Attach a picture in the email body using Drag and Drop OR copy-paste (Example image001.png)
- Send the email
- Check the comment in "Text" Mode, it should be
!image001.png|thumbnail!
- Now create a new email and attach another picture in the email body using Drag and Drop OR copy-paste with the same name (image001.png).
- The image is uploaded with the name (image001-1.png), which is the correct behaviour as this was fixed in Jira 8.6 and above (https://jira.atlassian.com/browse/JRASERVER-2169)
- Check out the comment in "Text" Mode, it shows two pictures
- The first picture attached with the name (image001.png)
!image001.png|thumbnail!
which is incorrect.
- The second picture attached with the name (image001-1.png)
!image001-1.png|thumbnail!
- The first picture attached with the name (image001.png)
Expected Results
When checking out the comment in text mode after uploading the second image, the comment should contain only
!image001-1.png|thumbnail!
to show the correct picture attached.
Actual Results
When checking out the comment in text mode after uploading the second image, the comment shows
!image001.png|thumbnail!
which is incorrect because it shows the first picture attached, it also shows the second picture
!image001-1.png|thumbnail!
Text Mode
Visual Mode
Workaround
Currently, the workaround for this issue is to use the "Attach tool" in the emails to add the image to the email as an attachment (not in the email body).
OR
You could also upload images using a different name (e.g image001.png) & (image002.png).
- is blocked by
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- Gathering Impact
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- is duplicated by
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- Closed
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- is related to
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- Closed
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- relates to
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- Closed
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- Closed
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- resolves
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- Closed
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| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-6809] When attaching an image using within the email body, the comment shows an incorrect image and end up with two different images
Also newer versions of Jira got this bug. For example 4.18.x and 4.21.1
Pretty annoying for large projects with 50 - 100 mails per day.
Dear Atlassian. I have two clients with large Jira Service Desk integrations (about 300 tickets a months) with a heavy use of email comments. Both face the issue (JSM 4.15 and 4.13). Please focus on resolving the issue.
Issue occurred in any email client (outlook, Apple mail, gmail tested) and was only depending on how the email client was sending the attachment files from the clipboard. If those always get the name "image.png" or similar. Jira will think after the second email reply for a comment, that he knows the attachment. Replaces the image in the text with the already existing image but still places the new picture at the bottom of the comment. See internal support ticket: PSSRV-9472
So please focus on resolving this issue because not being able to handle something simple as this will hurt your strategy to capture market shared from Service now.
Simply identify Attachments via name + Size. this would cope with 95% of the false attachment removals or being in the year 2021, simply put a machine learning model into it. Image recognition is the standard ML model tutorial in any ML package. Your interns will have fun.
Hi,
It may be helpfull with diagnostic - the problem occurs in Outlook as e-mail client. I have tried to reproduce the same error using gmail and problem didnt occur.
Could you change the priority to high? This functionality is urgent for our organization and our customers.
Same Issue in 4.22.6
The priority should be considered as major not medium, as the wrong behaviour is hard to notice if you don't know it, but might have a major impact on working with tickets and mailing.