Highest Issue Summary
- Tickets are getting incorrect description/comment like "Color value is invalid" when the email to create the ticket contains embedded HTML that contains a CSS style sheet like "color: revert !important;"
- Customers usually face this issue when they have enabled Microsoft defender's "Anti-phishing" policy which prints a table in the new email from a new user stating that "You don't often get email from xxxx@mail.id.
Learn why this is important" written in an HTML table containing a CSS style sheet. I am also attaching the HTML table content for this mail that contains the CSS style sheet which is causing the issue. - This can create a problem for a customer where the end-user user is trying to add HTML content with an affected CSS style sheet.
Steps to Reproduce
- Please send a mail from Outlook mail server with "color: revert !important;" in the {} bracket and check what you see in the Jira ticket description.
Expected Results
The description contains the Table with CSS style sheet color in it.
Actual Results
Workaround
I will suggest you to consider attempting to disable the HTML parsing within your Service Desk configuration:
- https://<BASE_URL>/secure/admin/SDMailInfo.jspa and select the option "No, remove the formatting by converting HTML messages to plain text".
Depending on the nature of the HTML received by Jira, this action could potentially reduce the amount of undesirable content added.
This workaround will not print HTML content in its desired form, but it is very rare that a user uses HTML in an email.
Versions Tested
Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
| Testing Requirements | Version | Affected Version |
|---|---|---|
| Customers Reported Version | 9.12.7 | Yes |
| Most Recent Bug-Fix Release | ||
| Previous Major Release | ||
| Most Recent LTS | ||
| Previous Supported LTS | ||
| Other Versions.. | ||
| (Add rows as needed) |
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JSDSERVER-4269 Do not display non-functional errors of mail parsing in description
- Gathering Interest
- relates to
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JSDSERVER-16137 Tickets are getting incorrect description/comment like "Color value is invalid" when the email to create the embedded HTML that contains CSS style sheet.
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- Gathering Impact
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- mentioned in
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Page Failed to load
[JSDSERVER-15531] Tickets are getting incorrect description/comment like "Color value is invalid" when the email to create the embedded HTML that contains CSS style sheet.
This is an issue I am also having with my JSM Cloud site. I cannot find a way to report it to the JSDCLOUD bug page
*EDIT: I was able to find this open issue, https://jira.atlassian.com/browse/JSDCLOUD-4269
Is this only affecting email intake? I'm experiencing a similar issue, but its color markup being marked the same way but for outgoing emails.
Here are the steps that my company took to get around this issue while we wait for Atlassian to fix the issue.
The email accounts that serve Jira are in our EOP (Exchange Online Protection) standard policy. This policy cannot be edited.
There is an setting in that policy called "Inline Safety Tips" which is set to on.
This setting generates the information shown in the description of this ticket "You don't often get email from 'ABC'. Learn why this is important".
To remove this setting:
- Clone (re-create) the EOP standard Policy with all of the current settings, with one change Inline Safety Tips = Off.
- In the Anti-Phishing Policy, disable the Enable spam safety tips option.
This removes tags from the email address that are part of the specific group assign to these newly configure EOP policies. - Add the Jira e-mails to this new EOP policy.
I did as suggested, but my description in Jira came back empty.