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  1. Jira Service Management Data Center
  2. JSDSERVER-14812

Request created default rule email template is showing correct email template in preview but shows incorrect format in the email notification when request created from customer portal

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • 5.4.11
    • 5.4.8
    • Email - Outgoing
    • None

      Issue Summary

      This is reproducible on Data Center: Yes

      Steps to Reproduce

      1. customise request created email template for any ITSM project. Add below customisation.
        Project Settings --> customer notification --> default rule --> edit issue created.
      * *Issue summary:* ${issue.summary}
* *Issue key:* [${issue.key}|${request.url}]
* *Issue reporter:* ${issue.reporter.name}
${request.details}


       

      Expected Results

      In the preview section the formatting and bold setting is correct and same is the case when we send a test email. Please find the image given below.

      Actual Results

      When request is created from the customer portal, email notification that is sent to the customer for issue creation has incorrect format. Please find the given snapshot. Please check this bug as to why correct format is shown in preview but incorrect format is sent in the notifcation.

      Workaround

      No workaround availaible.
      Currently there is no known workaround for this behavior. A workaround will be added here when available

        1. Screenshot 2023-10-30 at 3.44.06 PM.png
          255 kB
          Mehboob Salim Shaikh
        2. Screenshot 2023-10-30 at 4.02.14 PM.png
          160 kB
          Mehboob Salim Shaikh
        3. Screenshot 2023-10-30 at 4.04.52 PM.png
          211 kB
          Mehboob Salim Shaikh

          Form Name

            [JSDSERVER-14812] Request created default rule email template is showing correct email template in preview but shows incorrect format in the email notification when request created from customer portal

            SET Analytics Bot made changes -
            Support reference count New: 1
            Bartosz Ornatowski made changes -
            Link New: This issue duplicates JSDSERVER-13992 [ JSDSERVER-13992 ]
            Bartosz Ornatowski made changes -
            Link New: This issue duplicates JSDSERVER-13616 [ JSDSERVER-13616 ]
            Bartosz Ornatowski made changes -
            Link New: This issue duplicates JSDSERVER-12715 [ JSDSERVER-12715 ]
            Bartosz Ornatowski made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Needs Triage [ 10030 ] New: Closed [ 6 ]
            Bartosz Ornatowski made changes -
            Fix Version/s New: 5.4.11 [ 105755 ]
            Bartosz Ornatowski made changes -
            Assignee New: Bartosz Ornatowski [ bornatowski ]
            Mehboob Salim Shaikh made changes -
            Description Original: h3. Issue Summary

            This is reproducible on Data Center: Yes
            h3. Steps to Reproduce
             # customise request created email template for any ITSM project. Add below customisation.

            {code:java}
            * *Issue summary:* ${issue.summary}
            * *Issue key:* [${issue.key}|${request.url}]
            * *Issue reporter:* ${issue.reporter.name}
            ${request.details}
            {code}
            !Screenshot 2023-10-30 at 3.44.06 PM.png!
             
            h3. Expected Results
            In the preview section the formatting and bold setting is correct and same is the case when we send a test email. Please find the image given below.
             !Screenshot 2023-10-30 at 4.02.14 PM.png|thumbnail!

            h3. Actual Results
            When request is created from the customer portal, email notification that is sent to the customer for issue creation has incorrect format. Please find the given snapshot.
             !Screenshot 2023-10-30 at 4.04.52 PM.png|thumbnail!


            h3. Workaround
            No workaround availaible.
            Currently there is no known workaround for this behavior. A workaround will be added here when available             		New: h3. Issue Summary

            This is reproducible on Data Center: Yes
            h3. Steps to Reproduce
             # customise request created email template for any ITSM project. Add below customisation.
            Project Settings --> customer notification --> default rule --> edit issue created.

            {code:java}
            * *Issue summary:* ${issue.summary}
            * *Issue key:* [${issue.key}|${request.url}]
            * *Issue reporter:* ${issue.reporter.name}
            ${request.details}
            {code}
            !Screenshot 2023-10-30 at 3.44.06 PM.png!
             
            h3. Expected Results

            In the preview section the formatting and bold setting is correct and same is the case when we send a test email. Please find the image given below.
            !Screenshot 2023-10-30 at 4.02.14 PM.png|thumbnail!
            h3. Actual Results

            When request is created from the customer portal, email notification that is sent to the customer for issue creation has incorrect format. Please find the given snapshot. Please check this bug as to why correct format is shown in preview but incorrect format is sent in the notifcation.
            !Screenshot 2023-10-30 at 4.04.52 PM.png|thumbnail!
            h3. Workaround

            No workaround availaible.
            Currently there is no known workaround for this behavior. A workaround will be added here when available
            Mehboob Salim Shaikh created issue -

              bornatowski Bartosz Ornatowski
              1d12437dc9e8 Mehboob Salim Shaikh
              Affected customers:
              0 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: