Service Desk users adding screenshots and they see the most recent multiple times

[Emma O'Flynn]

When a user reports an issue in our environment, and adds multiple screen shots, when they create the issue they see multiple copies of the most recently added attachment, not the separate ones.

However on the helpdesk side, we see the original screenshots without any problem or duplication.

How do we set up so that users say their distinct screen shots / attachments once their ticket is submitted?

[Knut Arne Ristebråten · Accepted solution]

Hi Emma,

This bug have been registered with Atlassian, and they transitioned that ticket to "In progress" 29th november 2018.

Find the ticket here: https://jira.atlassian.com/browse/JSDSERVER-5054

This issue affects users that uploads screenshots through the portal by pasting the image from clipboard using e.g.  Snipping Tool. The files that are uploaded this way gets the same filename "image.png".

When users uploads files in the portal, the files are shown by the system automatically adds a comment in the ticket with the filenames with wiki markup. That's why the same image are shown (See text-edit on the comment as a agent):

The workaround for now is that the users saves the images locally on their computers with unique filenames, then uploads it to the portal that way. This is described in the registered bug linked above.

Hopefully Atlassian will release a fix for this issue soon. Vote/Watch the bug in the ticket linked above,