Customers getting "Preview Unavailable" for some instances.

Question

Our scenario is as follows:

1. A ticket in a particular project and with a particular request type gets opened.

2. An automation creates some subtasks.

3. In the process of an agent executing one of the subtasks, a screenshot is added to the subtask by the agent.

In this scenario, the internal agents can see the screenshot fine.  However:

1. In the email that goes to the Reporter, they get "preview unavailable" for the image.

2. If the Reporter goes to the Portal, they see "preview unavailable" there as well.

I understand people have been running into this sort of thing for a while, but most of the discussion was around Confluence, but this is happening in Jira Service Management for us.

Helen C · Answer

I have also found when using automations for copying comments etc between ticket the attachments don't copy and come up as broken this is also ticketed but doesn't appear to be far enough up the priority to be fixed which is a shame. So it looks like any automation where an attachment is involved in the original ticket does not copy.

See also https://jira.atlassian.com/browse/AUTO-723

Ingo Wenke_nmfof8 · Answer

Ok, intentionally, this shall work.

Let's have a look at this bug: https://jira.atlassian.com/browse/JRACLOUD-81303.

If it would appear on my instance, I would open a support ticket.

Glenn Simpson · Answer

Hey, sorry, I see where the confusion is.  The automation creates the subtask.  Then later, a human adds the screenshot.   Standard Windows snip being pasted into the response box.