Copy attachments to Jira

Hi Andrew:

Thanks for your comments. We kept the following use-case in mind while implementing the attachment sink from FD to JIRA. 

Since FD is a help-desk tool used by Agents and JIRA is an issue management tool used by Developers, more often than not developers will need access to the attachments which have been supplied by the customer or agent for debugging and fixing the reported issue. On the other hand, attachments added explicitly in JIRA will have internal references, which the development team would not wish to be synced back to the FD ticket, since it will not have any context for the agents to resolve the problem reported by the customer.

Hence we did not consider implementing the two way syncing of attachments.

Thanks,

Prasanna

This doesn't seem to work for embedded images -- with the ability to embed an image vs attaching in FD, it's also important to be able to move the images from FD to JIRA accordingly. Is this a bug, oversight or being considered as a new feature?

Hi Philippe:

Currently the sync from FD to JIRA works only for attachments made explicitly to the ticket. These attachments are stored and mapped to the corresponding ticket in our DB. We run background jobs based on these mappings to initiate the syncing. Embedded images are present only as URLs inside the Ticket content, and are not considered as Ticket Attachment, and therefore they do not get pushed to JIRA.  It would be difficult for us to fetch these embedded images and store it as FD attachment, since it will involve ticket content parsing. Hence we don't have plans right now to support syncing of embedded images.

Thanks,

Prasanna

We are using the freshdesk integration, and were patiently awaiting this feature, but unfortunately it fell short of our needs.  It seems that the attachments are only transferred from the original ticket (reporter), where most of our attachments are found within the agent's remarks back to the user.  Are there any plans to extend this feature to capture all Freshdesk attachments?  If not, what roadblocks exist?

@Stefan The current Jira integration allows you to send attachments on a ticket to the related Jira issue. It doesn't support inline images in replies owing to a technical limitation. We have plans to expand the functionalities of the Jira integration and I'll get this to the attention of the Product Manager who's working on the enhancement.

Cheers!

Hi Laila,

The current version of the Jira Plus app does not support the inline images, it only supports ticket attachments.

Hi Laila,

Can you please raise a support ticket then? Our support engineers can help you to resolve the issue.

Send an email to this address support@freshdesk.com.

Thanks,
Kannan