Looking for advice on cleaning up the look of our ticket notifications

Neil L

We are running Jira Service Management Cloud and have an email channel set up for inbound ticket creation. When staff forward emails into the service desk from Outlook, (we very much like doing it this way) the tickets are created successfully — But, the description field ends up containing raw ADF JSON, specifically from the sender's Outlook HTML signature block.  In the Jira Apps settings, I have HTML parsing on along with default signature detection. I also have a bunch of custom text detectors. The work items look fine in the technician side and on the end user portal. The signatures are hidden pretty well in that signature drop-down. 

We have an automation rule that sends an assignment notification email when a ticket is created. That rule uses {{issue.description}} in the email body. The result is the raw ADF JSON blob rendering directly in the outbound notification email, which is unreadable for recipients.

example:

{adf}{"type":"expand","content":[{"type":"paragraph","content":[{"type":"text","text":"Thanks,","marks":[{"type":"textColor","attrs":{"color":"#172b4d"}}]}]},{"type":"paragraph","content":[{"type":"text","text":"Joe Johnston","marks":[{"type":"strong"}]}]}...]}{adf}

 

Looking for feedback.

 

Ajay _view26_

Hi @Neil L 

The problem is that {{issue.description}} pulls the raw ADF representation, which goes haywire in plain email contexts.

Instead of that, try using {{issue.description.plainText}} in your automation email rule. This strips out the ADF markup and gives you readable text.

If you're on a Jira Service Management Cloud plan, your email template would look something like:

<span>{{issue.description.plainText}}</span>