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
Serial #: BA123
Device Ser #: AS123
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.
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?
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 (https://support.atlassian.com) 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.
Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...
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