HTML formatting error for incoming email - Gmail provider

[Eduardo Gomes]

Hello,
When receiving email on the Jira Service Desk, HTML-formatted content is deconfigured, even with the wiki-style renderer enabled in the description and comment field.

[Angélica Luz]

Hi Eduardo,

Welcome to Atlassian Community!
There are three settings that can make the notification format change even if the renderer is set as Wiki-Style.
Please, check the configurations below to confirm if it's set to HTML:

1 - Profile
Click on your Profile picture > Personal settings > Email notifications format > Set to HTML > Save changes.

2 - HTML email parsing
Go to Jira settings > Products > Email requests > HTML email parsing and click on the checkbox to Enable HTML email parsing. If it's disabled, notifications will be sent as plain text.

3 - Default user preferences
Go to Jira settings > System > Default user preferences. If the Default outgoing email format is not set to HTML, click on Edit default values to change the email format.

Regards,
Angélica

[Eduardo Gomes]

Hi Angelica,

The settings were already enabled, but when the email has html content the field does not render correctly.

[Angélica Luz]

As the settings are correct, maybe it must be related to a bug. Are you and your team using Outlook to send emails to Jira?
If so, that's might be the issue:
- https://jira.atlassian.com/browse/JRACLOUD-69971
If it's not, please let us know the mail client for us to test here.

[Eduardo Gomes]

our email client is Gmail.

[Angélica Luz]

Hi Eduardo,

Would you mind send me an email and add the signature? Then I can forward the email to a test instance and check what happens.
I'll send an email and I'll wait for your response in order to test.
All settings are ok, so we must investigate if sending an email with the same signature to another instance if the issue will happen.

Regards,
Angélica

[Eduardo Gomes]

Hi Angelica,

Send.

[Angélica Luz]

My test instance is configured with the same options as yours and I changed the language to Portuguese to test as well, but when I create a ticket through email, this is how it shows for me:

I also used gmail to send the email to create the ticket. Is this issue happening when anyone sends an email?
I saw on the screenshot that the email was sent by Vanessa, have you tried to create a test ticket? Maybe is some setting on the email that somehow is changing the format, since on Jira everything seems correct.

[Eduardo Gomes]

Olá Angelica,

Sim acontece quando qualquer e-mail com conteúdo HTML é enviado, o conteúdo exibe desconfigurado. 

Configurei o Plugin JEMHCloud e funcionou corretamente, creio que o Jira não esteja conseguindo renderizar o conteúdo que possuí CSS e esse plugin de alguma forma está tornando possível.