email formatting problem

[Valerie Zoltobroda]

Hello,

Working on Jira Cloud, I haven't seen anyone else with the same problem as me for the past few days : 

In an automation, depending on the triggered event, I send an email to users.
Now, if I leave the format as HTML, the format is broken and unreadable: the line breaks have disappeared. Am I really the only one having this problem, and is it a new bug?

Thank you for your help

Val

[Bill Sheboy]

Hi @Valerie Zoltobroda 

Without seeing the specifics of your complete rule, the email action / content format, and the audit log details showing the rule execution...I wonder:

• Have the options for line breaks in the email action changed in the rule?
• Does your email message use any table formatting where elements could be empty?
• Does your email message use any smart values containing line breaks, and they are not always present?

Kind regards,
Bill

[Valerie Zoltobroda]

Hello,
The line break options in the email sending action have not been changed.
No formatting or table, Email makes good use of intelligent values.
Here's a concrete example : 

result OK  : 

 

BUT : 

 

Result ko : 

 

[Bill Sheboy]

Thanks for the additional information, @Valerie Zoltobroda 

You are using the newer rule action, Send Customized Email, and I have noted formatting problems with that one.  Checking the JAC backlog I do not see this specific symptom noted, and so I wonder:

For the two emails you show, are they displaying the content with the same email tool in the same content format (i.e., plain text, HTML, rich text)?

Have you tried using the older, Send Email action which has options to impact the line feed characters?

[Valerie Zoltobroda]

Hi Bill !

Yes, I use exactly the same tool and you can see from the screenshots that both are in HTML format.

Perhaps I didn't look properly, but I can't find the old option anymore!

[Bill Sheboy]

I recall Atlassian planned to sunset the older version of the email action, and perhaps it is no longer displaying for your site because it was not in use in any rules.

You appear to be on a free license level, and so cannot submit a support ticket for Atlassian to take a look...and so my only other suggestion is:

Please observe your first email action adds additional line breaks between some text / smart values.  Perhaps try adding one carriage return / line feed after those lines to see if it helps the format to correct.

[Valerie Zoltobroda]

Hello,
We were only using the old rule ;-) and we do have a paid license. I'll look into it, and in the meantime, I'll try adding carriage returns. Thank you for your attention!