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images pasted inline with text are not visible between text, just as attachment

When customer send e mail request with attached images inline with text.


sent mail from Outlook


It will be visible in our jira service management project like this:


Is this configuration issue?

Where we can set that images will be shown inline with text not just as attachment?

I have searched setting without success.

Customers are used to send mail with screenshot to explain issue.

When all images are removed from text is difficult to understand message.

Thank you


1 answer

1 accepted

1 vote
Answer accepted
Jack Brickey Community Leader Jan 05, 2022

Yes, if a customer sends an email with a screenshot it will be an attachment and will be treated as such by Jira. The only time Jira will embed in a comment will be if an image/file is added directly in the comment within the application.

Hi Jack 

I am confused! 

Because, if I send same e mail to our sandbox, visualization is OK.

In sandbox we have in body of the message: text1, image and text2 like in outlook where mail was created.

See pictures (same e mail):





So there have to be some configuration difference between production and sand box projects.

Unfortunately I am not able to find it.

It would make our work much easier when production project would behave same way as sandbox.  

Especially when there are several replies from customer and all images ends as attachments. 

Thank you.


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