How to get the full source of the ticket?

Question

A ticket is getting created in Jira, Since the format is not readable with Jira, the message displayed is : 'A HTML-capable reader is required to view this message. Please consider using another report format or using the web interface to generate a report.'

Is there a way of knowing the content of the ticket.

Dario B · Answer

Hi @Harjoban Singh ,

Let's start by saying that Jira is perfectly capable of parsing HTML emails and therefore if the description of the ticket created is saying "A HTML-capable reader is required to view this message...." , there are chances that this was actually the text in the body of the incoming email.

You can double-check this by sending a test email to Jira having a HTML only body.

Then, once this has been said:

* If you use Jira (Core of Software) Server and you have configured the mail handler to use IMAP, then the emails should still be in the mailbox marked as read. You can therefore access the mailbox and see the original email.
* if you use Jira Service Desk Server, then you should be able to find and extract the email from the database by following the instructions in: How to Export The Email From JIRA Email Processor Plugin (JEPP)
* If you are using Jira Service Desk Cloud you may want to open a support request and ask support to extract the email from the DB for you, pointing to above KB
* In any other case, the email should have been deleted from the mailbox once processed.

Finally, the received email seems to be an automatically generated report (quarantine report maybe?) and you should have the report id (that was in the email subject) in the summary of the issue created from that email.

Therefore, another option would be to access the resource that sent the report by email and generate the same report from there, using the web interface, as mentioned in the received email.

Please let me know if this helps.

Cheers,
Dario

Harjoban Singh · Answer

Thanks Dario for getting back on this.

I can try to explain it further:

We got a ticket created in Jira with the user : 'unknown jira reporter'

The description read: A HTML-capable reader is required to view this message. Please consider using another report format or using the web interface to generate a report.,

[Created via e-mail received from: noreply@********]

My question is :

Is there a way to get the HTML which could not be translated here.

Dario B · Answer

Hi @Harjoban Singh ,

Welcome to the Atlassian Community.

Can you kindly provide more details on what you are doing and what you would like to achieve since this is not immediate to understand from what has been written so far?

Please include as many details as possible as well as screenshot.

Cheers,
Dario