Hello everyone,
for a long time we face an issue, that we somewhat cannot solve. It is really annoying and frustrating to deal with, when customers raise a request. We are able to reproduce this issue on our side, but don't know the reason for it. It looks like this:
- Customer raises a request via E-Mail.
- In his E-Mail he embedded an image/screenshot. The image was saved on his system as unknown.png
- We receive the request and our Jira Service Desk and the image is correctly embedded.
- The file itself is now part of attachments as well.
- The filename was changed to image.png
- Than we respond to customer and customer receives.
- Now it might be the case that the customer wants to share another image/screenshot.
- He embeds a different image/screenshot but the name is unknown.png again
- This might be due to his software that he is taking the screenshot with
- Now the interesting part is happening
- In the customers respond we can see his text correctly displayed but the embedded image/screenshot is the old and already existing one
- The new image/screenshot is at the end of the message
- The file itself is now part of attachments as well.
- The filename was changed to image-1.png
- The attachments look like this:
What can we do on our side to prevent the "double naming" of the embedded images/screenshots?
Usability-wise it is frustrating to read the response, when you have to imagine which image would be at this position. It gets more complex, if more images/screenshots are embedded.
I found some tickets stating this issue, but all of them were closed/resolved.
https://jira.atlassian.com/browse/JRASERVER-2169
We are currently running (v8.7.1#807001-sha1:03e3702)
Best regards
Micha
