Issue about attachments with the same name in Jira Service Desk

[Michael Kobert]

Hello everyone,

for a long time we face an issue, that we somewhat cannot solve. It is really annoying and frustrating to deal with, when customers raise a request. We are able to reproduce this issue on our side, but don't know the reason for it. It looks like this:

• Customer raises a request via E-Mail.
• In his E-Mail he embedded an image/screenshot. The image was saved on his system as unknown.png
• We receive the request and our Jira Service Desk and the image is correctly embedded.
  •  
  • The file itself is now part of attachments as well.
  • The filename was changed to image.png
• Than we respond to customer and customer receives.
• Now it might be the case that the customer wants to share another image/screenshot.
• He embeds a different image/screenshot but the name is unknown.png again
  • This might be due to his software that he is taking the screenshot with
• Now the interesting part is happening
• In the customers respond we can see his text correctly displayed but the embedded image/screenshot is the old and already existing one
• The new image/screenshot is at the end of the message
  • The file itself is now part of attachments as well.
  • The filename was changed to image-1.png
• 
• The attachments look like this:
  • 

What can we do on our side to prevent the "double naming" of the embedded images/screenshots?

Usability-wise it is frustrating to read the response, when you have to imagine which image would be at this position. It gets more complex, if more images/screenshots are embedded.

I found some tickets stating this issue, but all of them were closed/resolved.

https://jira.atlassian.com/browse/JRASERVER-2169

We are currently running (v8.7.1#807001-sha1:03e3702)

Best regards

Micha

[Florian Bonniec]

Hi @Michael Kobert 

How did you rename the attachments ?

I'm not able to do it on my instance and it seems to not be possible.

https://jira.atlassian.com/browse/JRASERVER-25060

Also you may face this bug: https://jira.atlassian.com/browse/JRASERVER-71490

Regards

[Michael Kobert]

Hi @Florian Bonniec

yes your linked ticket is exactly the issue we face.

Best regards

Micha