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JSD displays emailed screenshots in the wrong order of receipt

  1. Create new email 
  2. Paste 2 different images into the email
  3. Send the email to  JIRASERVICEDESK@company.com
  4. Reply to the email notification and paste another image into the reply.
  5. Service desk agent expects to see the image(s) added in step 4 in the Comment field against the appropriate date/time stamp. However, the images added in step 2 display against the wrong date/time stamp. 

    This is very confusing for our Service Desk agents who are trying to understand how to reproduce the issue as quickly as possible using the screenshots provided by our customer.

    Sometimes our customers only provide screenshots so the order we receive these are crucial to our understanding of the problem and how we can reproduce the issue on our in-house systems. 

    It is critical that our Service Desk Agents can easily understand the evolution of a ticket. We don't want them to spend time trying to decipher when a screenshot was sent. This would not be a value-add to our current problem tracking process.

    What workaround are you proposing until a resolution is delivered?
  6. image.png

 

1 answer

0 votes

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:

When attaching an image using within the email body, the comment shows an incorrect image and end up with two different images 

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.

Hi Peter,

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

https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-51163

under which Kelly W logged

https://jira.atlassian.com/browse/JSDSERVER-6907

 

Sandra Toppin

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