Jira Server 7.8.2
JSD - 3.11.2
Our SLA's are as follows:
- Begin counting time when: Issue Created
- Time is not counted during: <blank>
- Finish counting time when: Comment: For Customers
Tickets are created by emailing a DL. Tickets gets created in JSD and all is well. When replying to the email, which posts a comment on the JSD ticket itself, the SLA will stop. When replying to the email with an attachment, the SLA will not stop. A user is then required to open the ticket and add a comment to stop the SLA.
We recently upgraded and noticed this was happening. Some users are responding to the email and have a image in their signature, which is the only clue we have (red herring?).
In the history of the ticket, I see the comment appearing from email thread, and then another entry with "added attachment".
Anyone seen this?
