Is the Field Renderer for Comments different between tickets created via JIRA and Portal Channel?

[Josh Berkey]

I have run into an issue where the Wiki Style Field Renderer responds differently to tables pasted from Excel on tickets generated from the Portal Channel than ones generated via the JIRA Channel. If the ticket is created from the Portal, the table does not show up correctly, but if it is created from JIRA (the Agent view) it shows up the correct way.

[Angélica Luz]

Hi Josh,

I've tested adding a table on a comment on Jira and then checked in the portal and it looks different, but I was able to see the table normally.

If it's showing different from the above, can you please send us a screenshot?

Also, we have a feature request suggesting the improvement of Wiki Markup in Customer Portal:

- https://jira.atlassian.com/browse/JSDCLOUD-1693

Please, click on vote and watch to receive updates about the feature.

If you have any other question, please let us know.

Regards,
Angélica

[Josh Berkey]

Thanks for the response Angelica. The issue I have is within Jira Server and is different based on the Channel the ticket originates from. So if a ticket is created via the Agent view (JIRA Channel) that tables show up correctly like this:

However, when a ticket is created via the Portal Channel and a comment is added via the Agent view this is how the table shows up:

[Angélica Luz]

Hi Josh, sorry for the confusion.
I've searched here and this issue is actually a bug:
- https://jira.atlassian.com/browse/JSDSERVER-5762
On the bug it shows that it happens when using IE, if you are using another browser, please let us know.

Regards,
Angélica

[Josh Berkey]

No worries at all. We are using Chrome Version 68.0.3440.106

[Angélica Luz]

Hi Josh,

Can you please let us know what version your Jira is?
We would like to test here using the same Jira and Chrome version to validate if the bug extends to Chrome as well.

Regards,
Angélica

[Josh Berkey]

Hi Angélica,

We are currently running JIRA Core 7.5.2 with JSD 3.8.3. 

[Angélica Luz]

Hi Josh,

We were able to test here, but without using excel.
Using the same Jira and Chrome version, if we use Numbers on MAC, it works normally form agent and customer view.
Also, using Google Sheets, it works correctly both on Jira and Portal.

Just for us to try to isolate this issue, could you please test copying a table from Google Sheets or any other one that it's not excel?
As we were not able to test here on excel, this test will help us isolate if this issue happens only when a table is copy/paste directly when using excel.
If possible, can you test using another browser? We already know that it does not work on IE, so if you could test on Firefox and if the issue also happens, we can add this information on the bug too.

Regards,
Angélica

[Josh Berkey]

Hey Angélica, We see the same issue in Firefox 60.0 64-bit. I tried to find an online spreadsheet service that my company would allow access to (they blocked Google Sheets) but did not have any luck. I created a table in Word and also had the same issue though. This is from Office 2013.

[Angélica Luz]

Hi Josh,

Sorry for the delayed response here.
I was able to test Jira 3.15.1 and Office365, but after many tests using chrome, safari, office, google sheets we've discovered that it's not related to any spreadsheets software, but with the text editor of Jira and it only happens if the ticket is edited on the queue.
The bug below is related to this issue where the Jira's own table get incorrectly when posting the comment.

- https://jira.atlassian.com/browse/JRASERVER-67329

Can you please go to Issues > Search for issues and add a comment by pasting a table from excel?

Regards,
Angélica

[Josh Berkey]

Yesss! That's it! It's the queue view of the ticket. If it is in that view, it doesn't matter if the ticket was created from the portal or agent channel. As soon as I open the ticket in the other view, it works perfectly! Thanks for the help on this Angélica!

[Angélica Luz]

Hi Josh,

Thank you for the response and I'm glad that I could help.
If you have any other question, please let us know.

Have a great weekend!

Regards,
Angélica