Email formatting

[Serigne]

Hello,

I noticed that on Jira Service Management Cloud, when a customer sends a richly formatted email (not from the portal), the ticket comes out degraded: inline images become "Preview unavailable" (kept only as attachments), bullet/numbered lists are flattened and signatures are not handled well.

Is there a native setting to preserve the original HTML formatting and inline images in the ticket body? If it's a known native limitation, which Cloud-compatible Marketplace app do you recommend for faithful rendering of complex incoming emails?

I tried things like activating HTML parsing and already tested a Marketplace app (Email This Issue). It ois better but I did not manage yet to keep the format. If you could provide any help about that I'd take it. Thank you in advance.

[Gabriela - LeanZero]

Hi @Serigne, on your first question, no, not natively. The HTML email parsing setting you already switched on only picks between wiki markup and plain text, and that is its full documented range.

Which project type are you on? That page documents company-managed only, so if you're team-managed the Space settings path Arek gave you may not even be there.

If you do reach the signature control, watch the custom text option. Anything you specify that also appears above the signature hides everything below that point.

On the app question I don't have one I'd recommend. You've already got further with Email This Issue than a guess from me would take you.

[Arkadiusz Wroblewski]

Hello @Serigne 

The symptoms you described also correspond to known limitations:

JSDCLOUD-12462 tracks distorted or incorrectly rendered inline images in requests received through email. 

JSDCLOUD-16473 tracks embedded images in detected signatures appearing as Preview unavailable.

JSDCLOUD-8105 tracks HTML parsing problems with nested tables and complex email layouts.

Here you have some Informations Hide email signatures from the work item view and portals | Jira Service Management Cloud | Atlassian Support

You can download the original message used by JSM from:

Space settings → Email requests → View logs → Processing log → Download raw email message

Comparing that .eml file with the resulting Jira Description will show the issue originates in the sender’s MIME structure or during Jira’s conversion.

Best,

Arek🤠