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Email contains no comments, just attachment of timestamp image (PNG) Edited


We have an issue with one of our users Jira generated emails. Whenever they add a comment to a ticket, we (the team) all receive an email but with no comments and what looks like an auto-generated image as an attachment. The image is added to the attachments in the ticket. See the screenshot below.

This happens to only one of our users.

Key issues for us:

1. Additional attachments add noise and make finding useful attachments difficult

2. The email doesn't show the comments so you always have to open it in Jira to see it it's relevant.

All of this just wastes time, not what you want from project management software.

What is the solution?





1 answer

0 votes

Hello Paul,

Thank you for reaching out to Atlassian Community!

Just for us to better understand and help you with this issue, we need more details.

  • When did this issue start?
  • What is the type of the project (Software or Business)?
  • Is it happening for all the tickets where the user adds a comment?
  • What is that image? Is it from the email signature or something like that?
  • As this is happening with only one user, can you please check if they are using a mail client and if possible use the web version to reply to the email?


Hello Angelica,

Thanks for responding to our problem.

In response to your questions.

  • The issue was first noticed in December 2019.
  • Business.
  • No, sometime comments are included.
  • The image is the ticket number text. We don't know where it is generated. 
  • We all use the same mail client. The issue occurs when they respond to a comment in a ticket via JIRA. 



Thank you for the details, Paul.

I believe this issue is related to a bug that attaches an image if we paste a text during a search.

If the agent is viewing the ticket and then paste the ticket number on the search, it will attach an image with the ticket number or any other text that they have copied from an Excel table.

Please, confirm if they are following these steps:

Screen Recording 2020-01-07 at 10.18 AM.gif

If they are doing it differently, please let us know.

Thanks for the solution. I have passed this on to the user for confirmation, however he's just had a baby so it might take some time for him to respond. 



Like Angélica Luz likes this

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