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  1. Jira Service Management Data Center
  2. JSDSERVER-3782

Extra Break/New Line added for creating issue via Email with HTML format

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      Summary:

      There will be a lot of break/new lines betweens statement if the source email is using HTML format when trying to create an issue from email.

      Steps to Reproduce:

      1. Create a dummy service desk project.
      2. Set the Email Request (Tested using Gmail)
      3. Compose a new Email with new/break line for each word using Outlook and set the format to HTML
      4. Send the email to the Email Request email address.

      Expected Result:

      • The description will be rendered as how the email is composed.

      Actual Result:

      • There will be additional new/break line between the lines.

      Workaround:

      Use the Plain Text format when sending out email to JIRA Service Desk using Outlook.

      Notes:

      • Tested using Outlook Client and Gmail
      • Sending using Rich Text Format is reported to ignore the Break line but, this is not verified yet.

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            [JSDSERVER-3782] Extra Break/New Line added for creating issue via Email with HTML format

            arthur-tds added a comment -

            Same problem ..

            arthur-tds added a comment - Same problem ..

            Dinesh added a comment -

            Same here - The created issues in Jira looks awful after the email request is parsed.

            Dinesh added a comment - Same here - The created issues in Jira looks awful after the email request is parsed.

            LisaG added a comment -

            Same, we are experiencing alot of white space. 

            LisaG added a comment - Same, we are experiencing alot of white space. 

            Brian Julius added a comment -

            Any updates on this?  I am running into the same issue, e-mail on the phone are not readable and I want my organization to adopt this.

            Brian Julius added a comment - Any updates on this?  I am running into the same issue, e-mail on the phone are not readable and I want my organization to adopt this.

            Saad added a comment -

            Hi. What is the update on this please? I see its in To Do status but I don't see it on boards or no assignee

            Saad added a comment - Hi. What is the update on this please? I see its in To Do status but I don't see it on boards or no assignee

            Saad added a comment - - edited

            Hi

            I am wondering if we can use automation rule to Replace HTML <p> tags  in the Description fields to <br/>s . Is that possible using the automation rules?

            e.g. When issue Created ...Edit Descirption - Replace  

            ("<p> </p>")}} )}} -> <br />

             

            Not sure how I can get the automation rule to edit the HTML code...

             

            Saad added a comment - - edited Hi I am wondering if we can use automation rule to Replace HTML <p> tags  in the Description fields to <br/>s . Is that possible using the automation rules? e.g. When issue Created ...Edit Descirption - Replace   ("<p> </p>")}} )}} -> <br />   Not sure how I can get the automation rule to edit the HTML code...  

            Saad added a comment -

            Thanks for the update. The issue with using plain text is that we’ll lose all the formatting that we intend to keep in the first place. We cant request customers to send us plain text emails anyways. A lot of the emails are HTML rich. Unfortunately, this issue is proving to be make or break for our organisation. I see this issue has been raised in the past too by other clients:

            https://jira.atlassian.com/browse/JRASERVER-30790

            I believe this is sufficient evidence for JIRA to implement a solution to this. Can someone please provide an ETA for the fix

            Saad added a comment - Thanks for the update. The issue with using plain text is that we’ll lose all the formatting that we intend to keep in the first place. We cant request customers to send us plain text emails anyways. A lot of the emails are HTML rich. Unfortunately, this issue is proving to be make or break for our organisation. I see this issue has been raised in the past too by other clients: https://jira.atlassian.com/browse/JRASERVER-30790 I believe this is sufficient evidence for JIRA to implement a solution to this. Can someone please provide an ETA for the fix

            mbraeuner added a comment -

            Same here V 4.2.12 formats extra newlines into HTML mails. I do not want to tell the customer to send plain text emails.

            The description is unreadable if your customer forwards an email conversation including Signatures and so on.

            This is a no go for using the incoming email function.

            mbraeuner added a comment - Same here V 4.2.12 formats extra newlines into HTML mails. I do not want to tell the customer to send plain text emails. The description is unreadable if your customer forwards an email conversation including Signatures and so on. This is a no go for using the incoming email function.

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
              Affected customers:
              14 This affects my team
              Watchers:
              14 Start watching this issue

                Created:
                Updated: