Hi Michiel
When an attachment is sent over from one instance to another using Exalate, the receiving instance gets two messages.
The first message is for the metadata of the attachment, such as its name, created date, author and the second message contains the content of the attachment itself.
This two-message process ensures that the attachment content matches with the metadata. Once the receiving instance gets the content of an attachment, it calculates a hash key from that content.
This key is then compared with the one sent by the source instance to confirm that the received content is the same as the original attachment.
For more information, please check out the Exalate documentation on attachment syncing and how the synchronization engine works.
Thank you.
Kind regards,
Mathieu Lepoutre
We are using our Zendesk system to handle customer requests. Tickets are sent to Jira once they need to be picked up by second line support. The flow itself works perfect (after some tweaking) but whenever a screenshot is added, it all becomes unclear. I understand that screenshots are handled as attachment by Jira which causes it to go into 2 seperate comments to Zendesk. One containing the comment (with reference to the attachment), and one containing the screenshot (i.e. attachment). Below you can see what this looks like. Does anyone have a proper solution to handle this to make this more clear for end users (ideally, with the screenshot and message in 1 comment)?
Looking forward to possible solutions!
Kind regards
Michiel