Email header in MS Outlook isn't correctly shown

TSG unify Support

We're currently experiencing difficulties with Jira Service Desk respectively it's automatic email conversations:

When a reply is automatically sent by our Jira Service Desk to a Person who asked for help via Service Desk or directly via email and who's using MS Outlook experiences troubles in the presentation of said reply.

Above the "Reply above this line" text, where normally nothing is shown at all, Texts similar to the following can be seen:

@{"@context":"http://schema.org","typ=
e":"EmailMessage","description":"Anfrage betrachten","potentialAction":{"@t=
ype":"ViewAction","target":"https://example.atlassian.net/servicedesk/cust=
omer/portal/1/TICKET-99?token=3DeyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJxc2g=
iOiI0MWQ0ZWIxYTM2MTc5NTMwNGEzMDVjZDRlNThiNTQ3ZDVmMTZiNTQ3Y2ViZGRiMmM0Zjk5Nj=
AzY2M5MjdjODc3IiwiaXNzIjoic2VydmljZWRlc2stand0LXRva2VuLWlzc3VlciIsImNvbnRle=
HQiOnsidXNlciI6IjEwMDE0IiwiaXNzdWUiOiJUU0dTVy0yNCJ9LCJleHAiOjE1Njk5MTkxNTAs=
ImlhdCI6MTU2NzQ5OTk1MH0.xMVQQOxUzkSemuOr0JDSNSmk1PeUWrHpZymSD_8VY48&sda_sou=
rce=3Dnotification-email-action","name":"Anfrage betrachten"},"publisher":{=
"@type":"Organization","name":"Atlassian","url":"https://www.atlassian.com"}}

We're experiencing these troubles ONLY using MS Outlook. Considering that nearly everyone of our customers is using MS Outlook we hope for a solution for this rather cosmetic problem.

 

Thank you for your help

 

 

 

Angélica Luz

Hi Peter,

Welcome to Atlassian Community!
Two months ago, a customer reported the same issue and we tried to replicate and also worked with our dev team and we couldn't replicate the issue using Outlook.
This issue might be related to a specific Outlook setting or some complexity which we can't replicate here.

Something that also may cause this issue is an email filter called MailScanner. There was a bug a while ago that is already closed that has this information:

This is known to be caused by an open-source email filtering plugin called MailScanner. JIRA sends ld+json markup inside a <script> tag to support Gmail button actions, as described in their documentation. Since scripts inside of email HTML should never be executed by modern email clients, this markup should generally be used to support the Gmail client and discarded by other clients. However, MailScanner can be configured to disarm script tags, which then passes them through to email clients in plain text.

This has no adverse impact, however it distorts the final rendered email notification from JIRA. We consider this a known issue; however we have been advised by the Gmail team that there is no workaround at this time.

We recommend that customers revisit their MailScanner settings.

Can you please check this setting?
If that's not the case, I'm afraid that there is nothing much we can do, since we already tried everything to replicate this issue.

The only workaround that would prevent this issue to happen is by removing the HTML markup of the customer notification template.

Regards,
Angélica