Tickets are automatically updating with thumbnails of ticket numbers.

[Marcia O.]

JIRA tickets are automatically getting updated with a thumbnail image of an unrelated ticket in the attachment field.  This update to the ticket is being associated with a user and triggers a notification email to the project team that the ticket has been updated.  Is this a bug or can anyone provide guidance on where I should start to troubleshoot?  Thanks!  

[Angélica Luz]

Hi Marcia,

Welcome to Atlassian Community!
Just for a better understanding of the issue, I would like to make some questions.
When did this issue start?
When is it happening? For example, when the ticket is created, comment added, when the ticket is transitioned to a specific status.
What is the type of the project? (Software, Service Desk, Business).
Is it happening on all projects?

Regards,
Angélica

[Marcia O.]

Thanks Angélica and Petter, 

See below for more info.

Issued started about two (2) weeks ago from week of August 11. The board has been active since July 09.

The issue occurs at random stages in the workflow; this has been done to active tickets in a sprint and with tickets that have been marked as resolved/closed.

The images are generated and uploaded to a ticket at random, unprovoked by any action from users (verified by the "History" tab under "Activity".

The project type is Software.

The issue is happening on at least two (2) Software project boards that I am aware of.

Attached is a screencap of the thumbnail image that is uploaded to the tickets.

Post functions for all transitions are:

1.  The Resolution of the issue will be set to Done. (Only when transitioning the ticket to "Done").

2.  Set issue status to the linked status of the destination workflow step.

3.  Move up Move down Edit Delete Add a comment to an issue if one is entered during a transition.

4.  Move up Move down Edit Delete Update change history for an issue and store the issue in the database.

5.  Move up Move down Edit Delete Re-index an issue to keep indexes in sync with the database.

6.  Move up Move down Edit Delete Fire a Generic Event event that can be processed by the listeners.

[Angélica Luz]

Hi Marcia,

Thank you for all the details.
I checked here and the post functions are the same as the one I use on my test instance, so this may not be the cause.
I searched for similar tickets and bugs, but I found nothing related to that.
Is there any add-on that you are using on those projects?
On the history that, does it show any information if some add-on made a change?
Can you check the audit log (Jira settings > System > Audit log) to see if there was any change on the project two weeks ago?
I'm not sure if extensions can cause something like that, but test using another browser to check if something different happens.

Regards,
Angélica

[Petter Gonçalves]

Hello Marcia,

Welcome to Atlassian Community!

There are no automation rules or functionalities configured by default in JIRA that would cause an aleatory thumbnail image to be added to your issues, so I believe this is something manually configured.

That being said, I would start troubleshooting this problem by performing the following:

1 - identify what triggers the thumbnail image to be added in the ticket and when (What step of the workflow or issue edition) this is happening

2 - Once identified, check if there are any post functions in your workflow that might be causing the behavior, SD automation rules or any third-party apps (like Automation for JIRA Cloud)

Additionally, could you please provide us a screenshot of the image so we can better understand the behavior you are facing? 

Let us know if this information helps.