Unable to Copy and Paste images into "Respond to Customer" dialog / transition screen

[radfordsAndrew]

Chrome Version 94.0.4606.71

Edge Version 96.0.1032.0

Unable to copy and paste images into "Respond to Customer" dialog.  Additionally unable to copy and paste images into this support ticket.  Tried with Chrome and Edge browser.

Step:

1. Access a support job 

2. Use "Respond to Customer" workflow change

3. Attempt to paste into "Response to Customer" "comment" field.  

[Alex Koxaras -Relational-]

Hi @radfordsAndrew 

Works like a charm on my end. From where you try to copy the image? Snip tool? Outlook? Another source?

In addition, what is the result of pasting an image? Nothing? A message? An error? WHat is happening?

Lastly, if you paste that image to another place, e.g. word, paint, photoshop what's happening?

[radfordsAndrew]

Hi,

Using Greenshot (getgreenshot.org) - Like Snag and native snip tool.

I can paste into image into word.  But can't copy from word to the "Respond to Customer" comment field, or directly from the Greenshot.

I can paste into other descriptions and comment field, just not the "Respond to Customer" - Comments field.

[radfordsAndrew]

Hi,

When I paste , no image, no error or comment. 

[Alex Koxaras -Relational-]

@radfordsAndrew are you on server or on cloud?

[radfordsAndrew]

Hi,

Cloud 

Thanks

[Alex Koxaras -Relational-]

So you basically mean that you can't do the following:

• Can you however upload an image using the button?
• Did you try alternate methods of pasting?
• Does this thing occur only to you, or to other users as well?

I've tried copying an image from word and pasting there, and it works fine.

[radfordsAndrew]

Hi,  

The workflow change I am making is from the Workflow selector change in the top right (changing from "Waiting support" to "Response to Customer"), not the Reply to Customer in the details section.

Its the "Respond to Customer" dialog.

[radfordsAndrew]

Managed to insert from picture in menu, but not from copy and paste

[Alex Koxaras -Relational-]

@radfordsAndrew the last picture clarifies a couple of things. First of all, you should state in the beginning that you are referring to a transition screen. This "Respond to customer" button is a custom made transition for you and to it there is attached the transition screen you pasted here. With that said, pasting images on transition screen have a different behavior than pasting on the ticket itself. E.g. on the following transition screen I've attached an image to the respond to customer (comment) field. Image will not appear, but instead a link to the image will appear.

[radfordsAndrew]

@Alex Koxaras -Relational- The issue is that I don't get an image link as in your image or anything.  Additional I'm unable to copy and paste into Edit Reply on this page.  I have to add from a file.

[Alex Koxaras -Relational-]

@radfordsAndrew is the attachment field present on that transition screen?

[radfordsAndrew]

Yes, but I would like to use Copy and Paste, rather than save and insert image.

[Alex Koxaras -Relational-]

@radfordsAndrew from what I see the Attachment field is NOT present on that screen. I don't mean a button. I mean the field "Attachment":

[radfordsAndrew]

No Attachments fields, just the comments in the dialog as shown in the screenshot.  Doing support jobs, don't really want to have to save a file to desktop temporary to drag into a field on the job.  Just want to copy and paste.

[Alex Koxaras -Relational-]

Images are considered to be attachments. So if you have a transition screen and you want to paste an image, you have to add the attachment field.

[radfordsAndrew]

@Alex Koxaras -Relational- Thank you for your suggestion, but to have to have a file attachment field to allow copy and paste into a comments section seems a little strange.  How would that work in the context of the current page.   

[Alex Koxaras -Relational-]

@radfordsAndrew this is how it works. You only have to try it.

Look..this is the solution. If you want to follow it, that's ok. If you don't want to follow it, then it's ok again. You can leave this question of yours without accepting my answer, in case somebody else from the community want to try and solve your problem OR you can create a new question which I won't answer. In any way, I can't provide anything additional to your problem.

Be well.

[radfordsAndrew]

@Alex Koxaras -Relational- Thank you for your suggestion.

I am going to get our Jira Admin to contact support directly.