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Customers getting "Preview Unavailable" for some instances.

Glenn Simpson September 15, 2023

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.

2 answers

1 vote
Ingo Wenke September 15, 2023

Hi @Glenn Simpson ,

can you provide some information, how the screenshot is added to the subtask?

E.g. a screenshot of the automation rule and a screenshot of the error message? How did you take a screenshot via automation? Did you work with an additional App (because taking screenshot is not possible with standard automation)?

Glenn Simpson September 15, 2023

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.  

Ingo Wenke September 15, 2023

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. 

0 votes
Helen C September 17, 2023

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

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