-
Bug
-
Resolution: Low Engagement
-
Low
-
None
-
3.5.1, 3.6.1
-
7
-
Severity 3 - Minor
-
1
-
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
- Setup a Service Desk Mail handler for a Service Desk project
- Email the mail handler address to either create or comment on a ticket
- 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.
- relates to
-
-
- Closed
-
- links to
- mentioned in
-
Page Failed to load
Hi,
At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.
This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.
We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.
To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.
Kind regards,
Jira Service Management Data Center