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Images in tickets not working

Liz Elisha Gonzalez

I fill out the ticket information under the general tab and I add screenshot as evidence.
For me it looks good, but after it's saved the image disappeares and instead I get an image saying the the previous view is not available.

Since when can we not add screenshots in tickets to support the ticket?

Accepted answers

Isabelle Ruivo dos Santos

Thanks, that screenshot confirms it: those are the fields in the Key details panel (General tab). Only Description and comments support pasted images. Other text fields, including custom ones, can't store them, so the preview breaks after saving.

Workaround: paste your annotated screenshot into Description or a comment. You can also try pasting it while the ticket is open with no field selected, which should attach it directly to the ticket.

If you need images in that specific field, it would have to be a feature request to Atlassian.

All comments

Mark DE BONT

A “preview not available” message usually means the image failed to upload.
Try :

refreshing
save it locally, then upload (instead of copy/pating)
try other browser

Isabelle Ruivo dos Santos

Hi Liz Elisha Gonzalez

The "Preview not available" message usually means the image was never actually stored when the ticket was saved. A few quick things to try:

Attach the file instead of pasting it. Save the screenshot as PNG/JPG and use the Attach (paperclip) button or drag the file onto the ticket. Pasting with Ctrl+V can create a temporary reference that is lost on save.
Use a field that supports media. Plain text fields don't support inline images. Use Description or a comment.
Check the Attachments section after saving. If the file is there, it's only a preview issue (refresh, clear cache, or try an incognito window). If it's not, it was discarded, so ask your Jira admin to check file restrictions, project permissions (Create Attachments), and automation rules.

Could you tell us which field you're adding the screenshot to?

Hope this helps…

Liz Elisha Gonzalez

I get that you can save it locally and then upload it. But that is not efficient. You should be able to take a screen shot, add your arrrow, is highlight something, copy > paste into the ticket and save and assign.

Liz Elisha Gonzalez

I added it to details area. I'ts in spanish but… it's the same.
As I said in the other comment I get that you can save it locally and then upload it/attach it. But that is not efficient. You should be able to take a screen shot, add your arrrow, is highlight something, copy > paste into the ticket and save and assign.

Isabelle Ruivo dos Santos

If you need images in that specific field, it would have to be a feature request to Atlassian.

Liz Elisha Gonzalez

Thank you Isabelle. Sometimes it's simply fabergasting that a simple copy paste of an image does not work. I'll use your work around of just pasting it into the ticket… even though that causes the problem of the developer having to identify what the image is refering to since it's not right below the text it belongs to…

That will be something they will just have to deal with until Atlassian decides to allow us to add an imade to the key details area.

Isabelle Ruivo dos Santos

I agree it's not ideal. To make it easier for developers, start the comment with the field name or the text the image refers to (e.g., "Re: Key details > [field name]"), then paste the screenshot right below it. That keeps the context next to the image.

Joseph Chung Yin

@Liz Elisha Gonzalez

For other non "Description" or Comments fields in your Jira project space, if those fields are Paragraph data type, then they should already support rich text format. In this case, there should not be an issue where you paste an image to the field.

Don't know if it also helps you or not.

Best, Joseph

Tomislav Tobijas

@Liz Elisha Gonzalez as Joseph said, these should work (if we're talking about Paragraph/Rich text fields). I've tested it in our sandbox/demo instance, and it looks good:

On the other hand, there's this feature request which talks about specific limitations when using copy&paste functionality: JRACLOUD-78722: Media copied/pasted from an external private source into the editor is not supported 👈
Workarounds listed there will/should work, but I guess it's not ideal.

Cheers,
Tobi

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