Email handler creates tickets in plain text rather that HTML

[Alex Koxaras _Relational_]

Hi all!

I have a question concerning email handlers in JSM.

I have created 2-3 email handlers which automatically create certain request types in a JSM project. However, the body of the email, seems to be in plain text. Now, according to this, the mail handler will treat comments as text. But it doesn't mention that it will treat the description of a new ticket as a plain text. I'd like someone to confirm that email handlers will always yield tickets with plain texts in the description. If there is a button to activate HTML parsing, I'd be happy to know!

Note: I do not use the dedicated email request that comes with every JSM project, and I don't intend to do so.

[Alex Koxaras _Relational_ · Accepted solution]

Hi all and thank you for your reply!

I found out a solution about keeping/maintaining (sort to say) HTML formatting to these specific email handlers! The solution is to compose the email using Jira's Wiki Markup notation. By doing so, the description of the newly created ticket is formatted with bold/underlined/a href/etc.

If you do that, and compose your email like this:

You'll get this result:

Nice! :D

[Kian Stack Mumo Systems]

@Alex Koxaras _Relational_,  

It should be able to parse HTML. That's actually turned on by default. Can you check your email setting underneath Administration > Products > Email Requests.

This is what I see.

[Alex Koxaras _Relational_]

This is for the JSM email handler, which is different from the system email handlers you can create.

[Kian Stack Mumo Systems]

@Alex Koxaras _Relational_, your question mentioned that you were using JSM projects. Is there a reason you are using one other than the JSM handler? 

[Alex Koxaras _Relational_]

Yes, there is. The solution that I've come up with, needs to use multiple email handlers from cog >system > incoming mail, rather than the one that comes with a JSM project.

[Kian Stack Mumo Systems]

According to the Atlassian documentation this is expected behavior.

"It's expected that HTML/Rich Text formatting is not processed correctly by Jira. The email comment handler is designed to do plain text conversion."

[Alex Koxaras _Relational_]

@Kian Stack Mumo Systems than youk, but this text you quote, I already mentioned on the description of this question (under the word "here") :)

[Kian Stack Mumo Systems]

@Alex Koxaras _Relational_, 

I see that now. Given the way that the documentation discusses HTML parsing, combined with the lack of any configurations, I'd feel confident in saying there is no way to set up the incoming mail to parse HTML as HTML.

[Alex Koxaras _Relational_]

That would be my assumption as well. I'll wait for a couple of other to confirm as well, and I'll mark your answers as accepted. :)

[Alex Koxaras _Relational_]

@Bill Sheboy , @Jack Brickey , @Nic Brough -Adaptavist- any thoughts on this?

[Bill Sheboy]

Hi @Alex Koxaras _Relational_ 

Sorry, as I am not using JSM.  And when I check for documentation on its HTML parsing I didn't see anything beyond what @Kian Stack Mumo Systems already noted.

Kind regards,
Bill