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Text being stripped out of Automated Alert tickets by ServiceDesk


Our ops team is sending some automated alerts to our Service Desk and a good chunk of the message is being stripped out.

What appears in Service Desk:

UPS: At least one faulty battery exists.


What appears when sent to a personal email address:

Name     : blah

Location : Main Server Room

Contact  : Information Technology

Placeholder Link

Placeholder Link


Serial #: BA123

Device Ser #: AS123

Date: 06/07/2022

Time: 15:07:24

Code: 0x0119


Critical - UPS: At least one faulty battery exists.

What's going on here?

We do not have any email handlers set-up for the instance, so this is just using the com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler.

Is there any way to customize that?

Any help would be appreciated; thank you in advance.

1 answer

0 votes

@Sarah Kladstrup -

Hi Sarah:

How are you triggering the alert?  Are you doing it via Automation rule?  or other custom processes?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

The alert is from another system altogether and it's just an email being sent into Service Desk/Management.

@Sarah Kladstrup -

Have you look into the actual email sent from the another system? I am suspecting the format of the email is causing the problem on your JSM receiving side.

Best, Joseph

I have seen a forwarded email, but I'll ask for a one to be sent directly to me. I did not see anything obvious on the forwarded message, however.  The only thing I can think of is if the "Name:" line is causing the Mail Handler to think it's part of the header. Does that seem likely to you?

@Sarah Kladstrup -

It could be.  It seems to be the content format is causing Jira to treat the content (not as the content where it should become the content for the Description field of your issue).  At this time, I would also recommend you to submit a formal support request to Atlassian Support ( for their additional assistance rather then trying to figure out what is the root cause.

You can actual take the email you received directly from your system (not the  fowarded email), and try to adjust the email body content (i.e removing extra paragraph returns) and process it again in your Jira/JSM system.  This may also give you some hint what is the possible causes too.

I would be interested in your findings and Atlassian's support responses.

Best, Joseph

Thanks! Those are both solid suggestions; I will try both of those and report back.

To follow-up, this was not an issue on Jira's side, but a setting problem on the sender's side of things.

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