bug: Service desk issue created by email not showing images in email body

[Cat Gomez]

Instead of displaying an image, the message "image removed by sender" appears.  

[Rob Peterson]

Similarly but not 100% identical, we are having this issue where the image is stripped but replaced by the place-holder scripting (assumption).  Any ideas here?  This is actually coming from our Service Desk into our company's email - we do not have any rules in place to strip or modify the emails.

[Angélica Luz]

Hi Cat,

Welcome to Atlassian Community!
Just for further clarification about the issue, I'll make some questions:

Is it happening with all customers?
When did this issue start?
What mail client are they using? (I tested using Gmail and it works normally on my test instance)
Can you please test sending an email to check if the same issue will appear?
Is it happening for all projects?
If possible, send us a screenshot of the affected ticket.

This information will help us understand what may be causing the issue.

Regards,
Angélica

[Cat Gomez]

Hi Angelica,

It is not happening for all customers.  I just sent a test email with attachments and .png file in the email body and both images came through fine.  

 Do you know what type of mail clients are not supported in Service Desk?  I am not sure how many different servers our customers may be using.  

[Angélica Luz]

Hi Cat, it must be related to your customer's email policy, some configuration on the mail client that is removing the attachment. There is no unsupported mail client, all emails sent will be read by Jira to be added as a comment or to create a ticket, so it's something on their side that is preventing the attachments from being added.

[Cat Gomez]

Thanks Angelica.  Good to know that all mail servers are supported.