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ArticlesPSA Error: Images Removed from Jira Issue Descriptions When Synced to PSA

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PSA Error: Images Removed from Jira Issue Descriptions When Synced to PSA

An issue existed where images were removed from Jira issue descriptions when synced to PSA. This defect affected the PSA Direct for Jira integration, specifically in Spring 2024 SP2 and earlier versions. The issue has been resolved in a subsequent service pack update. To correct this, systems should be upgraded to incorporate the fix, starting with testing in a Sandbox environment.

  • Jun 26, 2025
  • Knowledge

Title
PSA Error: Images Removed from Jira Issue Descriptions When Synced to PSA
URL Name
PSA-Error-Images-Removed-from-Jira-Issue-Descriptions-When-Synced-to-PSA

Release Version
Symptoms
  • Images included in Jira issue descriptions are removed when synced to PSA
  • Data loss occurs due to missing images in PSA records
  • Original entries in Jira become corrupted due to the syncing issue
Resolution
  • Review the release notes to confirm that the issue with image handling has been resolved in a recent update
  • Consider upgrading the systems to incorporate the latest fix in Spring 2024 SP4
  • Test the new updates in a Sandbox environment before full deployment to mitigate any risks associated with the update

 

Cause
  • The issue was caused by a defect in the PSA Direct for Jira integration that resulted in images being removed from Jira issue descriptions during the sync process to PSA
  • This defect has since been resolved in a recent service pack update.
Additional Notes
  • Service packs include fixes for defects found in any Certinia package, not just the Jira connector
  • For more detailed information on release notes and known issues, refer to the Release Hub and Known Issues documentation
IntegrationsJiraProfessional Services CloudCustomer Success CloudFinancial Management Cloud
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Knowledge:PSA Error: Images Removed from Jira Issue Descriptions When Synced to PSA