Facing issue while adding reply email attachments/images in Jira Bug through ServiceNow

Naga jyothi sri
Tera Contributor

‎06-24-2025 11:36 PM

Hi,

For requirement, we connected Jira and ServiceNow. Whenever support team gets new email, it is forwarded to ServiceNow, from here a new Jira bug is created using flow designer. When there is any reply email for the email chain it has to add that reply as comment to that particular Jira Bug that has to include if there is any attachments/images or both. The Issue here is it is capturing all the old/previous attachments, including actual attachments/images in the reply body.

What we can do to remove capturing of those as attachments.

Can anyone guide on this.

 

Attached image for reference

Nagajyothisri_0-1750833359555.png

 

 

Thanks,

Jyothi 

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Abbas_5
Tera Sage
Tera Sage

‎06-25-2025 06:28 AM

Hello @Naga jyothi sri,

 

Please refer to the below link:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538138

 

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

 

Thanks & Regards,

Abbas Shaik

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