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Bug
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Resolution: Fixed
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Low
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1.2.7, 3.1.0
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17
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Severity 3 - Minor
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16
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Actual behaviour
When a customer user JIRA Service Desk from a mobile device or a Mac he will tend to use an emoji like :poop: when something goes wrong or :thumbsup: when his issue is fixed really fast.
When he do this, he can't raise his issue or add comment. See attachted file.
Expected behaviour
There are different ways to fix:
- Make the error message more user friendly so the customer knows what is the problem.
- Ignore / cut off the emoji from the input field and let the issue create without the emoji
- Make emoji availible (https://github.com/arvida/emoji-cheat-sheet.com)
Notes
I read this KB https://confluence.atlassian.com/x/0w6gGQ with PostgreSQL as Workaround. Because i use MySQL i can't try if JSD will work with that or not.
- is duplicated by
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JSDSERVER-3411 As admin, would like issue creation from email accept email with emoticon
- Gathering Interest
- relates to
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- Closed
- was cloned as
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QUALITY-313 Failed to load
- Wiki Page
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Wiki Page
No Confluence page found with the given URL.
[JSDSERVER-3452] Customer can't raise an issue when he adds an emoji in his text
I would say the issue is fixed if Jira >= 8.0 (JRASERVER-36135) as these versions supports utf8mb4 if you fix the database encoding as part or after the upgrade (https://confluence.atlassian.com/kb/how-to-fix-the-collation-and-character-set-of-a-mysql-database-manually-744326173.html).
We just got our first case of this today. We are finding that any emoji in the body of the email or in the subject line will cause the email to not be fetched by Jira and no ticket is created. We have MYSQL, and that is not changing. This means that one helpdesk person has to monitor the help inbox for emails that have any emoji's. That simply is not sustainable. Please let us know 1. that you know that is a bug. 2. when we can expect an update with a fix. 3. when that fix should be released.
Please raise the priority of this issue to at min. of Medium.
I am sure there are many customer experiencing this but not noticing.
This is a major problem because all e-mail platforms support html and emojis, people use them and those mails are ignored by Jira. This is a real show stopper.
Somehow it is classified as "Minor" ???
The actual danger here is that perfectly legitimate EMails from customers are completely ignored without us noticing it - and without the customer getting an error message or the like. This has a real and tangible business impact and needs fixing, ASAP.
This is a big issue for us as well. Whenever a customer sends an e-mail to our Service Desk via e-mail, their request will be rejected as mentioned above.
But it's not only a problem with emoji's. If the customer adds a photo inline (meaning its not an attached file, but posted within the e-mail) the request will also be rejected.
At the moment i'm going through our log files each day to see if requests are being rejected, that big of an issue it is.
Tim Malone
added a comment - Lack of emoji support is pretty embarrassing in 2018 to be honest! @Liz Ravenwood et al at BE Aerospace: +1
Same problem with us. Customer raised a request via mail and that mail contained a long mail thread. Somewhere in the middle, a participant used an emoji (apparently while replying using his portable).
The support request was rejected and we only realized this because one of our employees was in CC.
Lack of emoji support is unfortunate, but the error message itself causes a lot of headaches for our support staff.
Whenever our employees try to add a comment or create an issue with an emoji, JIRA tells the end user that an error has occurred and they should contact support - but there's nothing support can do to fix the issue. Can JIRA be updated to instead tell the user that they used an invalid character?
According to https://confluence.atlassian.com/kb/how-to-fix-the-collation-and-character-set-of-a-mysql-database-manually-744326173.html, utf8mb4 is a must from Jira 8.12 & above. So this is fixed since JSM 4.12.