Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

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

Received email unreadable



We've setup our service desk in the Jira and on the whole it's working great.  The main issue we have received emails are so poorly formatted we can hardly read them.

We use o365 with safelinks.  Emails from outside our organization are so poorly formatted with attachments and content almost unreadable and now way to see the email in it's original / non corrupt format.

I have seen some suggestions of making some 'code' changes to assist but I have no idea how to do this.  How can Atlassian create a product that can't ingest and format email correctly?

Any assistance appreciated.


1 answer

0 votes

Jira sends emails with a pretty standardised and legible format by default. 

If emails from outside your organisation are "poorly formatted", you should be looking to fix wwhatever it is in your organisation's email services it is that is mangling them.

Atlassian have created a product that ingests and formats emails correctly.  The problem sounds to be on your side.

I might not have made the issue clear.

The issue is when viewing emails received by Jira Service Management.  When we look at the emails which have been converted into tickets in Jira, the formatting has been modified from the original....


Like the below ticket below...


Yes, I have totally misunderstood the question.  It appeared to be a problem with rendering email that Jira was sending to me.

Re-reading it as incoming mail, my answer changes a lot:

Jira is taking the content of your emails and trying to render them as best it can from the content, but your emails appear to have call outs to other systems instead of  a copy of content, images embedded that are in a non-standard format, or non standard html.

This is not uncommon, I often use an email client that is similar.  It has a button for "display external content" which would allow it to go out and fetch the external content.   It also struggles with poorly written html content.

Jira doesn't have anything to fetch external content, and nor does it do well with bad html.  I think that's the two parts of the problem you are having here - use of external (i.e. insecure) content, and poorly formatted emails from the source.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

219 views 1 2
Read article

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