Service desk thumbnails for e-mail replies broken since last update?

[Dominik Meier]

When replying to our service desk email address the comments get added to the ticket correctly and the pictures are uploaded as attachments but the thumbnails are not displayed anymore.

Instead what happens is that the thumbnail command is displayed as text:

"Dear XXXXX,

regarding the matter displayed on the screenshot

!image001.png|thumbnail!

please let us know how to proceed.

Kind regards"

During ticket creation through the email channel the thumbnails are still taken over correctly into the ticket description. Adding thumbnails to manually created comments (not through the email channel) also works.

This is a problem since customers cannot see the pictures in the ticket history anymore.

I believe it might have started happening with the last update of our Jira Cloud instance. Is anyone else experiencing this?

[Dominik Meier]

I just found out that the Thumbnail command is escaped by a / that gets automatically added by Jira. In plain text the content looks like this:

/!image001.png|thumbnail!

Where is the / suddenly coming from and how do we get rid of that?