Owen Wallis Atlassian Team

Agree it's weird. I'm not familiar with ShareX, perhaps it changes the codecs it uses from time to time? I checked out https://www.youtube.com/watch?v=1TkZLCfrPB8 - h264 is a codec which should work fine. So try that for a while. If you're still having issues let me know.

Hi @Jiebyoung Park where are your videos coming from? Might be the codec used in whatever tool you're creating the video in?

Hi Brandon, great I can help. Perhaps we can find a time to talk so I can take a look https://calendly.com/owallis

Hi, sorry looks like you are referring to Server? My team only owns the Cloud experience apologies.

Hi Matt, Happy to try and diagnose if you can find a time with me https://calendly.com/owallis

Feel free to find time in my calendar and I'll see if I can help diagnose https://calendly.com/owallis

Hi @Jeff Wynne how did you add the files to the ticket in the first place? By uploading, copy and paste, something else? Also how long was the ticket open on your computer before you added the files. I am aware of a token expiry issue - where if you have a ticket open for a long time your auth to upload files runs out, and…

Hi, you can use the tool above to find a time when I am free. If I remember it should translate the times (i.e. if you find a slot at 4.30pm your time it means it has found a slot at 2.30pm my time).

Hmm, very strange. We seem to be talking on the same timezone - so happy to jump on a call and figure out what is going on. You can find a time with me here https://calendly.com/owallis

Hi @Mili Herrera I'm from the Media team (looking after files and images). Looks like when you upload you are seeing the local preview. After you publish we process the file (creating thumbnails, checking its in a format other people can see). This can take a few minutes sometimes before the file is ready. I think that's…

I think you've found a genuine bug! I can reproduce on my side. Let me talk to the Jira team about this.

Hmm, perhaps something to do with the copy and paste action then? Where are you copying the files from? Not a great workflow solution (sorry) but might be download then re-upload is your best bet.

Understood, unfortunately my team only supports the new editor experience. Do you have the same issue in the new editor with the same page? Although I'm assuming there are reasons why you've not converted the page to the new editor. One option might be to download the files and re-upload (rather than copy and paste). I…

Hi @Jay Walker Do the files have anything odd about them? Same filename? Large filesize? Mix of filetypes? I just tried with 3x4mb jpgs and worked as expected (i.e. added them to the body of the comment). You're using the new Jira issue view in Cloud right?

Hi @Spectra QEST Employee is this Confluence Cloud or Server? I work on the Cloud team and don't recall seeing the 'Broken image' tag before on the new Editor. Normally it shows as 'Failed to load'. If you are on Cloud where are you copying and pasting the file from? Is at external source, a page with restrictions?

Hi Mary, We currently don't offer that feature. I am thinking about it though. I'd love to chat about how you'd be using this feature if you have the time https://calendly.com/owallis (or let me know here). Thanks Owen

Hi @naseriimahmoud could you let me know a little more about what you are doing? Which product you are uploading into, what you are trying to achieve?

Hi @Nildeepsinh Chauhan could you let me know a little more about what you are trying to achieve?

Hi @Janet Dixon thanks for the comment. I'd love to chat more about the needs of your team. Feel free to find a time with me here https://calendly.com/owallis

Hi sorry for the delay. Just checking if this is still an issue. I'm away next week but feel free to find time in my calendar the week after next and I'll see if I can help diagnose https://calendly.com/owallis

I have seen this happen before, if you contact Atlassian support I think they are able to re-associate the Media IDs from Server to your Cloud version.

It might be something to do with token expiry. When you use the tools are you leaving the tabs with your tickets open for a long time? In that case the authorisation token which says you are allowed to upload images could expire. When you 'edit' the page its looking like it is refreshing the token - hence the uploads are…

Hmm strange. Perhaps our systems are having problems parsing the content from that tool. Is it going to be painful to download the file from Snip&Sketch and then upload into ServiceDesk?

Depends where they were copied and pasted from. If they were copied and pasted from a page with restrictions on it that could be it. Although afaik when you copy and paste it creates a 'fork' or the image (i.e. a new copy). Just wondering if our systems may be having some issues parsing the data where you are copying from.

Hi Matthew, where were you uploading from? Your local computer, via copying and pasting, something else?

Ah no sorry I meant what source were you copying from? I.e. was it from an external site, a Confluence page with restrictions, a Jira ticket with restrictions etc

The feature was deprecated, but before captions rolled out. In Confluence in 'edit' mode if you hit the slash command (type / ) and then type 'attachments' you'll be able to add the macro. Its build into Confluence so you don't need to install anything. I just did a test and I can see the filenames. Then after you publish…

Ok understood, does using the attachments macro or link to the attachments page help?

Hi @Lynn Not yet, but I am thinking of this feature right now. Would love to chat about your use case: https://calendly.com/owallis Or if timezones don't match feel free to let me know more here. Owen

Hi Jeff, there are a few ways you can get to the filename: - Click on the file in the 'view' mode - the name is at the top left of the media viewer - In either edit or view mode via the attachments macro - Via the attachments page Hope this helps?