-
Bug
-
Resolution: Not a bug
-
High
-
27
-
Minor
-
5
-
Hello people,
We’ve tested and debugged this functionality using different configurations and email clients (Outlook/Gmail), and we’ve concluded that the feature is working as expected.
Why are issues being created with empty descriptions?
There are data inconsistencies in the emails received by mail handlers. If the Content-Type: multipart/alternative tag is present and there is data only under the Content-Type: text/html and not under the Content-Type: text/plain tag, then the presence of Content-Type: multipart/alternative tag would mean that information under each of the tags is an “alternative” version of the same information, and the mail handler can use data from any of the tags, it’ll take data from the Content-Type: text/plain tag and that would result in an issue being created with an empty description because of the data inconsistency in the received email.
What’s the expected format?
When there is a Content-Type: multipart/alternative tag present in the email sent to the incoming mail handlers, there should be the same information available in both Content-Type: text/plain and Content-Type: text/html tags. For more information, you can refer to RFC for The Multipart Content-Type.
Thank you,
Vikas Choudhary
Software Engineer, Jira Platform
Issue Summary
If email being sent is a multipart email(HTML and TXT format) to Jira mail handler, Jira's email handler parser by default gives preference to the text part of the email. And the HTML part just removed by mail handler.
Steps to Reproduce
- Create an email message with HTML and TXT format in one message
- Send this email to Jira Mail Handler
Expected Results
All information from email message should be in Jira ticket or in Jira comment
Actual Results
You can see only the text part.
Workaround
Do not use multipart email
[JRACLOUD-75852] If email being sent is a multipart email(HTML and TXT format) to Jira mail handler, Jira's email handler parser by default gives preference to the text part of the email. And the HTML part just removed by mail handler.
Knowing your habit to close issues which were not active for one year, I would like to add that we have regularly emails from our customers with this problem. They use some kind of company system which sends emails this way and they are not able to change it. For us this issue is "must be fixed" problem. We do inform them about this problem every time Jira doesn't register email body, but I hope you agree it doesn't look professional.
We wanted to automate the process of creating new issues triggered by e-mails from Salesforce app. This is not a matter of adding simple comments or other content in plain text. The template of those e-mails is built in Salesforce's workflow (we don't use the Matter-to-E-mail option), they are created on the go and pull data from the system.
The e-mails that are received by Jira handler contain both plain text and html. We can't change that. Jira treats them as empty, while, in fact, they are not. The content of those e-mails should be copied to the issue description, but it's not.
We've done multiple tests with different e-mail addresses, Jira's handler settings, DMARC on and off (in DMARC case - with different results, or rather problems that would be non-existent if there was no bug), nothing helps or solves the problem.
The suggested here workaround is not an option for us. Presently, we treat the issue as a blocker with a high severity.