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Tables from emails not displayed the same in Service Desk tickets

Hi to everyone in the Community,

 

Our service desk is connected to our company's Gmail account so the emails are redirected to Service Desk and are displayed there as a ticket.

The problem is that the tables in Gmail ->

table gmail.png
are not displayed in Service Desk tickets ->

teble jira.png

 

The same issue is with signatures of the emails ->

FOOTER GMAIL.png

the formatting of the signatures are displayed incorrectly ->

FOOTER.png

 

How to fix this formatting issue, so the formatting of the tables, signatures etc. from the emails are displayed the same in the Service Desk tickets?

 

Any help would be much appreciated!

Thanks!

2 answers

1 accepted

0 votes
Answer accepted

Hi

Check the renderer for "Description" under Field Configuration. "Default Text Renderer" will not show tables and other fun stuff. Try switch to "Wiki Style Renderer" and you should get a different (hopefully correct) result.

There's also an option to convert html to plain text in the email processor. GG -> Email Requests -> HTML Email parsing. Make sure the preserve formatting is selected.

Hope it helps!

Hello Jonas,

 

Thank you for your answer! 

The "Wiki Style Renderer" was already enabled,

description.png
but where can I select this option "Preserve formatting"? 

I didn't find HTML Email parsing option in Email requests.

emailrequest.png

Can you, please, help with that?

 

Thanks!

It's a global setting, I know where it is in Server, can only guess in Cloud. Try short command "GG" and write "Email requests" and see if you can reach the global config.

Otherwise my best guess is in global settings, under either "Products" and "Jira ServiceDesk configuration" or somewhere under system.

Did you get any solution for misconfigured emails?

Hi, Wesley! Unfortunately, no, but I guess it is a limitation for Cloud based Jira.

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