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Mail handler isn't including message body in tickets

jira_admin_cu

Hi Team,

We are currently investigating why the email body of an external sender did not appear in the incoming email handler tickets. Attached is a screenshot of the email body. The ticket description only includes the message: "[Created via e-mail received from Microsoft Azure <azure-noreply@microsoft.com>]". Our account's sent emails are successfully adding the email body to the tickets. We suspect that there may be an issue with the email body's formatting.

Could you please suggest us?

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Ram Kumar Aravindakshan _Adaptavist_

Hi @jira_admin_cu

Could you please share the mail handler configuration that you are currently using? I am requesting for this so I can review it and provide some feedback and suggest a better solution.

Thank you and Kind regards,

Ram

jira_admin_cu

Hi, @Ram Kumar Aravindakshan _Adaptavist_.

PFA screenshots for your reference.

Ram Kumar Aravindakshan _Adaptavist_

Hi @jira_admin_cu ,

This is your outgoing mail configuration.

This is not what I requested.

I need to see your mail handler configuration and code.

Thank you and Kind regards,

Ram

jira_admin_cu

Sorry @Ram Kumar Aravindakshan _Adaptavist_, Where should I check this mail handler configuration and code?

Kseniia Trushnikova

Hi @jira_admin_cu,

Your issue looks similar to this: https://confluence.atlassian.com/jirakb/jira-created-issue-from-e-mail-has-no-description-744526382.html

As for this:

Our account's sent emails are successfully adding the email body to the tickets. We suspect that there may be an issue with the email body's formatting.

Do these emails have the same body as Microsoft Azure's emails do? Can you try to forward Microsoft Azure's emails from your mailbox and check if the created ticket has the correct Description?

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