Attachments cannot be added to tickets

[Tiina Savolainen]

We have an issue where screenshots or other files cannot be attached to tickets. The problem occurs regardless of the user, the ticket, or the file being attached—and sometimes the exact same file can be attached successfully shortly afterward without any issues.

It has already been confirmed that this is not due to attachment size limits.

Has anyone else experienced something similar?

[Trudy Claspill]

Hello @Tiina Savolainen 

Do you get any sort of message when this problem occurs?

Have you checked if you are close to your storage limit (250 Gb for Standard plan)?

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

[Tiina Savolainen]

Message (translated): “Your comment could not be saved.
It may be empty or contain invalid formatting. If you copied and pasted it, try removing the formatting and adding it directly in the editor.”

Formating is not the issue - the exact same attachment goes through after several attempts.

It's not about storage - we are not even near to that limit

[Dan Breyen]

Hi @Tiina Savolainen I'm not sure of your exact workflow, but could you possibly be experiencing JRACLOUD-60815 ?  If so, please vote for it and watch it for updates.  If that's not it, could you possibly provide an example of your workflow?  I know I can add attachments by dragging the file to the attachments section when I create a new work item and they get added as attachments.  I've also dragged attachments into a reply to a work item and they've been saved accordingly.

Does this happen with all of your users? Have you tried a different browser to see if that could be an issue.  Does your work item already have other attachments?

Is it possible that the file is too big for the size your site is setup for?  You can check that here: configure-file-attachments/ 

That article also talks about attachments permissions, that would be another thing to check out.

Hope that helps.

[Tiina Savolainen]

It hasn’t happened to me (though I don’t handle that many tickets myself), but it has affected many others. The browser used doesn’t make a difference, and it’s not related to attachment or storage limits.

Workflow: a ticket is commented on, and a screenshot is attached to the comment.