JSD - Emails with attachments not stopping SLA's

[Daniel Judd]

Jira Server 7.8.2

JSD - 3.11.2

 Our SLA's are as follows: 

• Begin counting time when: Issue Created
• Time is not counted during: <blank>
• Finish counting time when: Comment: For Customers

Tickets are created by emailing a DL. Tickets gets created in JSD and all is well. When replying to the email, which posts a comment on the JSD ticket itself, the SLA will stop. When replying to the email with an attachment, the SLA will not stop. A user is then required to open the ticket and add a comment to stop the SLA. 

We recently upgraded and noticed this was happening. Some users are responding to the email and have a image in their signature, which is the only clue we have (red herring?). 

In the history of the ticket, I see the comment appearing from email thread, and then another entry with "added attachment". 

Anyone seen this? 

[Deeksha]

Hi Daniel.

Thanks so much for your question. We're sorry to hear you've been having problems.

It sounds like this might be a bug. Please raise a ticket with Support and we’ll take a look at it.

Thank you,
Jira Service Desk