Customer notification

[Ronald Holz]

Hello, I have a problem with my customer notifications. Above the line at Reply above this line, the following is displayed for me:

---

"@context":"http://schema.org","type":"EmailMessage","description":"View request","potentialAction":{"@type":"ViewAction","target":"https://wdrh.atlassian.net/servicedesk/customer/portal/1","name":"View request"},"publisher":{"@type":"Organization","name":"Atlassian","url":"https://www.atlassian.com" }}

---

That looks like a misrepresentation. I don't know where to fix this problem.
Can you help me?

Many greetings
Ronald

[Angélica Luz]

Hello @Ronald Holz,

Welcome to the Atlassian Community!

On Jira Cloud, there are some settings that can change the email format. By default, the format of the notifications is set to HTML, but it’s possible to change it to Text which seems that is the format of the notifications you received.

First, please, go to your Profile picture > Personal settings and confirm if the “Email notifications format” is set to HTML. If it’s not, please change it. 

If it’s HTML, then it might be related to a global configuration.

Note: You must be a Jira administrator to access the options below

Please go to Cog icon > System > Default user preferences.

If the “Default outgoing email format” is set to Text, please click on “Edit default values” and change to HTML > Update > Apply.

 

Also, please, go to Cog icon > Products > Email requests and confirm if the “Enable HTML email parsing” is checked. This setting is specific for customer notifications.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[Ronald Holz]

Hello Angélica,

thank you so much for your information. I checked the settings but unfortunately everything was already set to HTML. I am sending 3 screenshots here.

Is there any other possibility?

Kind regards,

Ronald

[Angélica Luz]

Thank you for checking the settings, @Ronald Holz.

Searching for similar cases, I found that this is caused by an open-source spam filter called MailScanner.

A bug was created a while ago, but this issue is not caused by Jira, so there is nothing that can be changed on our side to prevent this issue from happening.

For more details, please check the link below:

• Microsoft Exchange disarms JIRA email notifications with Gmail markup

This is known to be caused by an open-source email filtering plugin called MailScanner. JIRA sends ld+json markup inside a <script> tag to support Gmail button actions, as described in their documentation. Since scripts inside of email HTML should never be executed by modern email clients, this markup should generally be used to support the Gmail client and discarded by other clients. However, MailScanner can be configured to disarm script tags, which then passes them through to email clients in plain text.

This has no adverse impact, however it distorts the final rendered email notification from JIRA. We consider this a known issue; however we have been advised by the Gmail team that there is no workaround at this time.

We recommend that customers revisit their MailScanner settings.

[Ronald Holz]

Hi there,

Thank you for this information.
I have already seen that it is possible to simply not include these incorrectly displayed lines in the customer notification.

Can you tell me where I can make the settings to disable or suppress the output?

Best regards
Ronald

[Angélica Luz]

Hi Ronald,

There is nothing to change on Jira side to prevent this. Customers will have to review their MailScanner settings on their email client.

However, MailScanner can be configured to disarm script tags, which then passes them through to email clients in plain text.

If you test the customer notifications using a customer account, for example, a Gmail, and access Gmail via web, the notifications will show correctly because there is nothing scanning the emails to convert the tags.

[Ronald Holz]

Hi Angélica,

thank you for your information.

Unfortunately I have no influence on the MailScanner configuration of my customers, so I need a different solution.

I myself received a customer notification from a service provider who uses Jira and I don't see these tags. It doesn't show anything at this point. How does he do it?

I'll send you a screenshot of the customer notification.

Many greetings
Ronald

[Angélica Luz]

Hi Ronald,

The customer notification you received is from Service Management Server and the issue only happens when customers receive notifications from Service Management Cloud.

There is nothing to change on the Jira side. The affected customers must check their MailScanner settings.