Hello @rae edwards
Thank you for reaching out.
Per your description, I understand that the screenshots added from the first email sent (To create the issue) appear to be added to the issue after the posterior screenshots, also with the incorrect timestamp. Is that correct?
There is a bug that might cause this behavior in Jira Service desk:
Can you please confirm if both attachments have the same name and if you might be affected by the bug above? Also, check if the workaround provided in the bug works for you.
If that's the bug you are facing, feel free to vote and watch the bug to increase its priority and also receive notifications about any updates.
Please, let me know if I misunderstood your issue or you have any other questions.
The images all have different names.
The images in step 2 are image001.png and image001-1.png
The images in step 4 are image002.png and image002-1.png
The images get placed among the text explanation in the incorrect order so it is very confusing for our service desk agents.
The work around in the bug is not great for our customers as they would have to create a word document first then attach that to the email. This also means the text in the word document can not be searched for in JSD, which our agents use extensively. Most of our customers would copy and paste images using something like snippy tool.
In our testing phase we logged the following ticket
under which Kelly W logged
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