It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Images in JIRA notification emails are not loading when sent to gmail Edited

https://imgur.com/a/56roGjJ

As you can see, the images display that broken image icon instead of actual pictures when a notification email comes through.

99% of users use Gmail to view images.

Anyone know where to begin?

Any help would be much appreciated 

1 answer

0 votes

Hello Jonathan,

Sorry to hear you are facing this problem.

Per the screenshot you provided, it seems that all the images not properly rendered in the e-mail notifications are embedded in an issue comment. Have I understood it correctly?

If that's the case, I believe your instance might be impacted by the following bug:

Wiki markup embedded images are not shown in email notifications

As you can see in the bug description, the three main causes for the images not rendering properly are:

  • the user viewing the email message is not logged in, as described in the knowledge base article: Images not showing in Jira email notifications 
  • the user's email client doesn't allow to set up a session in Jira for authentication purposes
  • the configured outgoing mail server caches images, but is unable to authorize in Jira, and caches the 403 responses (e.g. when Gmail with the default settings is used as the outgoing mail server)

That being said, I suggest you vote and watch the bug to receive notifications about any updates on the change of that behavior.

Let me know if you have any questions.

We're facing this as well and I believe you've nailed it with the authorization note.  Google's cache servers certainly don't have access to our private Jira and Confluence assets, resulting in their inability to cache properly.

 

Is there a solution to this if Google insists on caching all images to load them from it's local repo's, rather than linking to offsite images?

@Jesse_Jenken are you on Jira Cloud or Server/DC? We're working on a solution to this for all platforms.

Jira Cloud in this case.  

Our issue was resolved by adding a URL Mask to exclude the Atlassian assets from being cached by Google Mail Servers, which had no access unauthenticated to cache the images.  By eliminating caching for our users for these two cloud services (Jira / Confluence), now users load images directly from the SaaS solutions when rendering in their browser, which works after they've logged in for the day and established a session to Confluence / Jira.

 

Hope that helps.

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you