Summary

JIRA Service Desk user templates incorrectly display unencoded html entities when adding comments. For example if a user name has an apostraphe in it, such as "JIRA's Administrator", it will correctly display the ' character. This occurs with several other characters and they all display not-encoded, as it should:

• ü (u-umlat)
• - (hyphen)
• * (asterisk)
• _ (underscore)

  Steps to Reproduce

1. Create an user with an apostrophe on the name (e.g. JIRA's Administrator)
2. Try to add a comment on the issue and see the encoded character on the comment field.

   Expected Results

The text displays as normal.

Actual Results

The text does not display as expected.

Notes

This occurs on transitions as in JSD-3394, which appears to be the same cause.

Workaround

This can be worked around by disabling the templates as detailed in JSD-2257.