Why does service desk delete a comment when pasting a screenshot

[Ricardo Marcantuono]

We have a service desk projects running for some of our clients.

When we paste a screenshot into the comment section, an upload window opens and when the screenshot has been uploaded to the issue, all text is deleted.

Could someone please advise on why this happens and how to fix it?

[Petter Gonçalves]

Hello Ricardo.

Sorry to hear you are facing a problem.

In order to better troubleshoot it, could you please provide us the exact steps you took and in which order to reproduce the problem?

I understand that you have tried the following steps in this order:

1 - Type a text in the comment field

2 - Before clinking to add the comment, you Clicked in the attachment button > Uploaded a new attachment

3 - Once the attachment is uploaded, the text that you entered in the comment field is lost

If that's the scenario you are facing, I found a bug ticket describing this exact behavior, however, reproducing the problem in a JIRA Server instance and using the old issue view in Visual mode:

- Comment is deleted when adding an attachment in visual mode

Can you please confirm if this is the bug you are facing? If this is not related, can you please provide us a brief video or some screenshots displaying the exact error you are facing?

Let me know if you have any questions.