Why are Jira ticket screenshots not displaying in Outlook emails?

[AYA LAHMADI]

Hello Atlassian Community,

We are currently facing an issue with how Jira tickets are delivered to our clients via Outlook. Here's the situation:

• Jira is configured to send automatic email notifications when a new alert ticket is created.

• These emails are correctly sent and received by the client through Outlook.

• However, any screenshots or images that are included in the Jira ticket do not appear in the email received by the client.

• Instead of displaying the images, Outlook shows empty placeholders or broken links.

What we suspect:
It seems Jira includes internal image links (e.g. attachments) that require authentication, which Outlook can't access unless the recipient is logged into Jira — which our external clients are not.

1. Is there a way to embed images inline in Jira email notifications, so they display directly in Outlook without requiring authentication?

2. Would a solution like "Email This Issue" allow us to achieve this behavior, or if they re other solutions?

3. Are there best practices for handling image attachments in Jira email notifications to external recipients?

Any help or guidance would be greatly appreciated 
Thank you!

[Trudy Claspill]

Hello @AYA LAHMADI 

Welcome to the Atlassian community.

You said these are emails going to "clients". Are the issues being created in a Jira Service Management project or another type of project?

If they are in a JSM project are these the notifications configuration in the Customer Notifications are of the Project Settings?

Is this a problem that started occurring recently or has it always been like this?

I found this article on Attachment Security for sending attachments to Customers, which might be helpful:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-how-your-customers-access-attachments/