Cloned issue can't display the image preview in description

[Alexandre Reist]

Hi everyone,

I'm encountering an issue with a cloned request in Jira Service Management (JSM) where the image preview in the description is not displaying, even though it appears correctly in the original issue.

Here’s some context:

• The original and cloned issues belong to two different projects.
• Cloning is handled during a workflow transition using the JSU Automation Suite for Jira Workflows add-on.
• Only the image embedded in the issue description is affected. Images added via the attachment section or in comments are displaying correctly.
• Interestingly, the image is still present in the attachments section of the cloned issue—it’s just the preview in the description that’s missing.

While this isn’t a critical issue, it does impact the customer experience, as they don’t have access to the attachments section via the portal. Ideally, we’d like the image to be visible directly in the issue body so the customer can see it.

I’ve already reviewed the add-on settings and permissions, but I’m open to any suggestions on what else I should check or try.

Thanks in advance for your help!
Br,

Alexandre

[Marc - Devoteam]

HI @Alexandre Reist 

This probably relates to this bug, https://jira.atlassian.com/browse/AUTO-723 

As the same problem occurs when cloning in automation

[Alexandre Reist]

Hi @Marc - Devoteam

Thanks for your message.
This bug looks quite similar, but there are a few differences. In my case, comments and attachments are cloned properly — the issue only affects images that were copy-pasted into the original ticket description.

That said, it might still be caused by the same underlying issue. I’ll wait and see if anyone has more input. If not, I’ll reach out to support and share any updates here once I hear back.

Best,
Alexandre

[Marc - Devoteam]

Hi @Alexandre Reist 

Your issue is related to this open feature request on automation.

It's the underlying cause.