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Issue about attachments with the same name in Jira Service Desk


Hello everyone,

for a long time we face an issue, that we somewhat cannot solve. It is really annoying and frustrating to deal with, when customers raise a request. We are able to reproduce this issue on our side, but don't know the reason for it. It looks like this:

  • Customer raises a request via E-Mail.
  • In his E-Mail he embedded an image/screenshot. The image was saved on his system as unknown.png
  • We receive the request and our Jira Service Desk and the image is correctly embedded.
    • 2022-09-22 16_49_06-Window.png 
    • The file itself is now part of attachments as well.
    • The filename was changed to image.png
  • Than we respond to customer and customer receives.
  • Now it might be the case that the customer wants to share another image/screenshot.
  • He embeds a different image/screenshot but the name is unknown.png again
    • This might be due to his software that he is taking the screenshot with
  • Now the interesting part is happening
  • In the customers respond we can see his text correctly displayed but the embedded image/screenshot is the old and already existing one
  • The new image/screenshot is at the end of the message
    • The file itself is now part of attachments as well.
    • The filename was changed to image-1.png
  • 2022-09-22 16_49_37-Window.png
  • The attachments look like this:
    • 2022-09-22 16_54_27-Window.png


What can we do on our side to prevent the "double naming" of the embedded images/screenshots?

Usability-wise it is frustrating to read the response, when you have to imagine which image would be at this position. It gets more complex, if more images/screenshots are embedded.

I found some tickets stating this issue, but all of them were closed/resolved.


We are currently running (v8.7.1#807001-sha1:03e3702)


Best regards


1 answer

0 votes

Hi @Michael Kobert 


How did you rename the attachments ?

I'm not able to do it on my instance and it seems to not be possible.


Also you may face this bug:



Hi @Florian Bonniec

yes your linked ticket is exactly the issue we face.


Best regards


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