multipart/alternative emails from Mac outlook are processed as plain text with the HTML version of the message added as an attachment

Summary

Emails that are composed by the Mac Outlook client are sent with both plain text and HTML versions of the body encode using content-type multipart/alternative. JIRA Service Desk processes only the plain text content and then creates an attachment of the HTML content for these emails.

Environment

• Mac Outlook client
• Exchange or Gmail as mail server
• Service Desk Mail Handler

Steps to Reproduce

1. Setup a Service Desk Mail handler for a Service Desk project
2. Email the mail handler address to either create or comment on a ticket
3. Browse the ticket in the main JIRA application as a Service Desk agent and notice the attachment added with the HTML version of the email body

Expected Results

HTML version is parsed and turned into wiki markup for the ticket description or comment

Actual Results

The plain text version of the content is used for the issue description or added as a comment and an attachment containing the HTML version of the email body is attached to the ticket.

For Exchange servers, this attachment will typically be named text.html, while for Gmail is can be random.

Notes

This is an example email:
Re- [JIRA] (TEST-8) Commented- I need help.eml

Note the content-type:

Content-type: multipart/alternative;

Screenshot of ticket created from a gmail account with message sent from Mac Outlook:

Workaround

According to a similar ticket (JRASERVER-62023) for the JIRA Core mail handler, these are possible workarounds, but I have not been able to confirm their effectiveness:

• Send email from MAC Outlook Client on plain TEXT format.
• Send email from MAC Outlook Client on plain HTML format with the option 'Preferred encoding for new messages' unchecked in Outlook Composing Configuration.