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Issue not reflecting correctly in description

Please assist, when I receive an issue ticket in HTML, they do not reflect correctly in the description, please see attached example of how it comes through. example image below: issue1.png

1 answer

1 vote

@Graham Jansen -

Can you provide a bit more information on your ask?  I am not quite sure what is the problem on description is not reflected correctly from your image.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph

Thank you for your speedy response, sure no problem.

We have a financial CRM system, if it picks up an issue it sends an email to my Jira ticketing system, this email that we send through has an HTML body, Jira then picks up the email and logs it as an issue/ticket. When I view/open this ticket the description summary does not correctly show the information of this issue, hence the image I sent through, you can see that the HTML body does not reflect correctly inside the ticket. (Let me know if I need to do a quick video screenshot for you?)

Thanks Joseph

@Graham Jansen -

If you can a quick video screenshot will be great. 

Best, Joseph

Joseph, I think I have a fix, I figured it out, the HTML body issue come from the email itself and is not a Jira problem, thank you for your willingness to assist.

Excellent.  Yes in the process of emailing for issue creation in Jira/JSM, the sender's email body will be used as the issue description field value. I am glad that you were able to identified the root cause of your issue being the email body content.

Best, Joseph

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