It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Disabling {Color} Tags from being used in Description Edited



I'm trying to use an external client with Jira.

However a lot of my customer's use colours in their emails (font colouring and styling).

Unfortunately your system then converts this to Wiki Markup.

From there when I request the information via an external application that does not recognisze the Wiki Markup, it's rendered as plain text in between all the other information with various {color} tags here and there.

I'm wondering if there's a way I can disable this function?

I do not require any form of font colouring within the description information.


Kind Regards,


1 answer

1 accepted

1 vote
Answer accepted

I have not yet found a way to disable this feature when creating issues from email.   You could change the renderer for the description field that by default users the Wiki style renderer, to instead use the default text renderer.  

However it appears that the incoming email processor used by Jira seems to be hard coded to convert this information based on the content/formatting the user used when sending the message.   There is an existing feature request to provide customers an option to turn this off in

Sorry there is not a better answer for this problem just yet.  But I would recommend watching and voting on this issue for updates on this.


[Update: Found an answer for this]

You can do this in the Application settings.  When you do this, it can't be set only for a single Service Desk project, but it can be set for all service Desk projects on the system.  If you're a Jira admin, go to Cog Icon -> Application -> Under the Jira Service Desk there is a link for Email requests:  You can set the HTML email parsing to "No, remove the formatting by converting HTML messages to plain text"


By settings this value you can prevent the email handler from using html or wiki markup for customer comments/descriptions.

Absolute legend. This is perfect. I knew it must be somewhere, either an option or a module for a plug-in/add-on that could be disabled. Happy to see it's an option!


Thanks for finding that for me. I did try to find it, but Jira is just so damn configurable it's hard to remember where you have looked by the time you're half way through looking!

Andy_Heinzer Atlassian Team Jul 30, 2018

Don't feel bad.  When I made my first reply, I couldn't remember this was here either.  The real thanks should go to my co-worker @Eaniel Deads

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

How has Jira Service Desk increased productivity in your org?

Hi Jira Service Desk community, Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productiv...

171 views 0 3
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you