How to solve maculated content in email response to customers?

Question

Hi,

I'm facing an issue I cannot explain/solve.
My customers are getting emails were responses from our support team is maculated.

We have 2 public* service management projects and 1 that is strictly on invitation**.
This particular project (Modulate) is public*.

Could you help me understand how to solve this issue?

Cheers.

Julien.

*   Anyone allowed on the customer access settings
** Customers added to this service project only by agents and admins

Julien Béchade · Answer

Hi @Nic Brough -Adaptavist- and thanks for the answer.

In my client's case it is not possible to click on those 3 dots.
It is actually 3 big dots, exactly as follow [●●●●●].
So I really think it is maculated by Atlassian when sending the mail.
When logging in to JSM, this user does have access to the content so it does not seem to be a permission issue either.

I might have to report this as a bug but not really sure where though.

Cheers.

Julien.

Nic Brough -Adaptavist- · Answer

I have exactly this in one of my email clients.  And a second that puts a [...] button for the entire comment as well, rather than the text of [...].  But the same email in other clients is not maculated.

My guess (I've not looked at this in any detail) is that the email contains something that says "condense this text if you support it" to your email client, and you're using one that recognises it.

In both of the ones that do this for me, I can click on the maculated text and it expands it out to the actual content.  (FWIW, the clients are my ISP's web mail software, whatever that might be, and Snappymail, a derivation of Rainloop, also web mail clients  - I use them via a browser, not a client program like Outlook, Mutt or Bluemail, etc)

So, I think I'm asking "could it be your email client program"?  Could you try a different one and see if that does it too?  (Try a web mail app maybe, so you don't have to install anything)

Julien Béchade · Answer

Hmm, no one encountered this issue yet then?