Slack notification strikethrough

[Nikesh Ashar]

We've got jira notifications integrated with our Slack. We're now testing Zendesk being integrated with Jira and continuing to come into Slack. 

When updating a Jira ticket in Zendesk, the notification comes through with a strikethrough on the title of the message and no body included. Is that normal? 

[Earl McCutcheon]

Hello @Nikesh Ashar ,

Jira uses a Markdown Syntax that is covered in more detail here:

• https://support.atlassian.com/jira-software-cloud/docs/markdown-and-keyboard-shortcuts/

The Strikethrough text is controlled by a double Tilde "~~" on each side of a text string, so "~~text~~" would be marked down and formated as "text".

Next, looking at the Zendesk markdown documentation I do not see a strikethrough option listed, and the Tilde encapsulation does not appear to be used for another formating option either:

• https://support.zendesk.com/hc/en-us/articles/203691016-Formatting-text-with-Markdown#topic_ycv_mb4_1n

So on the surface, this looks like there may be tilde characters being used in the Zendesk summary as markers vs formating, that are being rendered on the Jira side, I am not familiar enough with Zendesk setting to know if this can be changed or customized to remove the formating and would recommend reaching out to Zendesk support to see if they have any insight on this,  their support information can be found on the apps marketplace listing under the Support tab here:

• https://marketplace.atlassian.com/apps/1211941/zendesk-support-for-jira?tab=support&hosting=cloud

Additionally, another issue that could be at play is that Jira will render the summary of issues that are completed, with strikethrough text, to indicate the issue is closed out.  The  data point that considers an issue as complete is that it has a value in the resolution field, so you may have run into a scenario where the issue is in an open status but has a resolution and is being treated as done, check out the following KB article that goes into more detail of diagnosing and fixing this if the scenario is the case:

• https://confluence.atlassian.com/jirakb/resolved-issues-appearing-in-open-issues-filters-696386344.html

Regards,
Earl

[Nikesh Ashar]

Thanks Earl. I'll take a look through all the links and see what's going on. 

[Bruno Luchetti]

Any news? we have been experiencing the same issue

[Nikesh Ashar]

@Bruno Luchetti it got escalated to Jira support / Slack admins too. Apparently needs to be fixed by their engineering team but I've not heard back from anyone for a while.