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We've been using the approval workflow notifications in JSM for some time now with no issues (see 1st print screen for config).
When testing using the "Send my a test email" option, it all looks as expected. But when an actual approval email is sent, they are suddenly showing up with less formatting (see 2nd email for bad formatting):
We recently updated to Jira v9.4.10 and JIRA Service Management Application v5.4.10, but other than that no changes have been made. Default email settings are set to HTML. Anyone know what might be causing this issue?
Very odd as the preview/test email should be the same as how approver should be getting. In this case, I would recommend that you should contact Atlassian Support (https://support.atlassian.com) for them to assist you further.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team