Email request images failing to load

[IlyaDzivak]

Hi!

We're running Jira Service Management based on Jira Cloud and most of the times attached images in the email requests are failing to load.

[Angélica Luz]

Hello @IlyaDzivak,

Welcome to Atlassian Community!

Thank you for sharing the screenshot. 

Just for a better understanding of the issue, can you please let us know if it happens with all requests customers create via email?

I can see on the screenshot that it seems that this attachment is from the email signature, please correct me if I’m wrong. 

When a customer adds an attachment, the file or image will also be added as a comment. Does the same attachment show on the comments?

Is it happening with any type of file they add when creating tickets via email?

Kind regards,
Angélica

[IlyaDzivak]

Hi @Angélica Luz!

The image was the part of the email (not as attachemnt. And it was not added as a comment). I'm opening the image successfuly if I try to open image link via my browser.

There's no issues if a customer sends images as attachemts.

[Angélica Luz]

Hi @IlyaDzivak,

Thank you for the details.

Testing on my local site, I tested with two different email addresses. With one of them, I was able to replicate the issue, but the attachment already came “broke” from the email. 

With this said, I’m afraid it will depend on each signature when tickets are created via email and currently, it’s not possible to remove that.

There are feature requests suggesting the implementation of this ability and also a bug, but specific for Outlook:

• Remove e-mail signatures from incoming mail
• Be able to remove images in mail body
• Improve HTML parse for emails received from Outlook