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  1. Jira Service Management Data Center
  2. JSDSERVER-3296

JIRA Service Desk Mail Handler is appending numbers to URLs, Email Addresses, and Phone Numbers

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    Description

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Update as of 2 February 2016

      This issue was caused by Service Desk switching to preferring the html part of a mail message, over text, which was the previous default. The existing Html To Text converter produces a body that will cite links at the bottom.

      An update has been made to the Service Desk Mail Handler, so that it will instead convert the HTML contained in an email into wiki markup.

      This will work best in multipart mime messages that contain both a text and html part. Most modern clients will send multipart messages by default.

      The change will be included in JSD 3.2.0-OD-02 but will not function immediately, as it also requires a change to JIRA that should be released in the next 2-3 weeks

      Summary

      When an e-mail request is sent in to the JIRA Service Desk project's mail handler, the mail handler parses the content of the e-mail. Any URL, Phone Number, or E-mail address within the body of the e-mail gets appended with a number in the front, and then referenced at the bottom of the ticket description.

      Environment

      • JIRA Service Desk v3.1.0-OD-10

      Steps to Reproduce

      1. Enable Email Requests on a JIRA Service Desk project
      2. Send in an e-mail to the JSD mail handler that contains an E-mail address, URL, and Phone number in the body
      3. Observe the change in format when the mail handler creates the ticket

      Expected Results

      Issue Description should be formatted in the same format as when it was sent in.

      Actual Results

      Issue is converted to a different format, causing issues with accessing the links in some cases.

      Notes

      • In some cases, the issue is only reproducible with one of the following: URL, E-mail address, Phone number.
      • Other formatting/styling issues such as omitted line breaks are symptoms of this bug

      Workaround

      No known workaround.

      Attachments

        Issue Links

          is related to

          Suggestion - JSDSERVER-1942 Allow HTML/Rich text formatting in tickets created through email in Service Desk

          • Gathering Interest
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-3296 JIRA Service Desk Mail Handler is appending numbers to URLs, Email Addresses, and Phone Numbers

          • Low - Low priority issues
          • Closed
          was cloned as

          DESK-4623 Loading...

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            People

              mmcmahon Matthew McMahon (Inactive)
              mgarcia@atlassian.com Marco Garcia (Inactive)
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              Dates

                Created:
                Updated:
                Resolved:

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