Unable to attach images / screenshots to tickets

Question

For about a week or so now, I haven't been able to attach images to the description or the comment of a ticket.

Previously I could attach by uploading a image, paste a screenshot or copy an image. But now all aren't working:

- If uploading an image, will immediately unable to load

- Clicking retry will load the preview for the image, which can be inserted into the ticket

- Afterwards, the Save button will be greyed out. Deleting the image won't make it possible to Save

- Pasting a screenshot I took or copied to clipboard sometimes also doesn't work

Please halp!

Vijay Sv · Answer

I guess this issue is related to default session time out that is configured in Jira.

Ideally one should not encourage user/s to leave the browser window open forever and come back and upload something, which might impact on the number of connection strings if your Jira is On-prem.

I guess we always have an option to change session time out parameter under "web.xml" and if SSO is enabled refreshing page would have added advantage over it.:)

Thanks,
Vj

Owen Wallis · Answer

Hi there,

I'm the Product Manager in the Media team at Atlassian. I look after the attachments and images experience across Jira and Confluence.

Late last week we worked with the Jira team on a fix which we think resolved most of these issues. We have another fix coming soon relating to when you leave a browser window open for a long period of time, and then come back and try to upload, but then see the upload fail. We added in a similar fix for Confluence recently which greatly reduced upload issues so I'm hoping we'll have the same success in Jira. A fix for this should be coming in the next couple weeks. In the short term refreshing a page which has been open a long time before uploading is the workaround.

If you'd like to talk to me on the above, or on any other issues related to attachments or Media then please feel free to find a time with me: https://calendly.com/owallis/

Thanks

Owen

Vijay Sv · Answer

Seems like a permission issue, did you check "Create attachment" permissions using "Permission Helper"?