Issue with Customer Notification Template: Hyperlinks Displaying as Full URLs in Jira Service Manag

[Shasheekant Patel]

Dear Community,

How can we configure the template for customer notifications in Jira Service Management? I tried to update the message content in the template; however, the notification received by the customer does not match the configuration in the template.

I configured the message content with some bold text (Ticket ID, Current Ticket Status) and added hyperlinks for "View Request" and "Turn Off this request notification." However, when a request is created by a customer, the notification they receive contains the full URLs instead of the configured hyperlinks.

I want the notification email for the created ticket to include only hyperlinks, but it is displaying the full URLs instead.

Kindly suggest a workaround for this issue, as I am using the free plan of Jira Service Management for the cloud version.

[Vignesh Jayagopal]

Hi @Shasheekant Patel  Your JIRA settings looks correct.

Must be an issue with the email client you are using. If you are using Microsoft outlook, try this settings mentioned in the post.

https://answers.microsoft.com/en-us/msoffice/forum/all/how-to-convert-incoming-emails-in-html-that/045a8b26-36de-4685-972f-35f37376b870

[Shasheekant Patel]

Hi @Vignesh Jayagopal I am using "Gmail" as email client. Could you please suggest ant workaround for Gmail client?

[Vignesh Jayagopal]

Hi, In your gmail - only mail from JIRA is showing in plain text format or all other emails also showing in plain text?

[Jovin]

Hi @Shasheekant Patel 

I can see you have the HTML and Text screenshots, this helps greatly. Essentially it can depend on the configuration of the customer's mail client.

All emails are sent with a combined HTML and Text Only version. In this instance, it looks like the customer's mail client may be set to only receive Text versions, and as such it is not displaying the in-line link like you'd want.

Have you tried testing this yourself with raising an issue and seeing how the notification is formatted?

[Shasheekant Patel]

Hi @Jovin 

Yes, I tried this testing many times to raised and issues and still received the format which has been shared on my post.

[Jovin]

Hey @Shasheekant Patel 

Can you confirm which mail client you're using? Are you using the default Jira Mail Handler as well?

[Shasheekant Patel]

@Jovin  I am using "Gmail" as email client.

[Jovin]

Thanks @Shasheekant Patel I would say this is likely an issue with your mail client than anything else. Can you try creating a hotmail account and adding it as a customer and creating an issue?x

If it's still just sending as Text, contact Atlassian Support; otherwise if it's rendering correctly, contact Google Support for your mailbox.