How to get rid of this xml version and encoding information being shown under the description?

[Joemar Tactay]

Hi,

How to get rid this information saying "?xml version="1.0" encoding="utf=16"?>" on our Jira Tickets that is being automatically created from an email.   

[Mikael Sandberg]

It all depends on what the original email looks like, my guess is that there is something in it that the email handler cannot convert. So an option would be to remove that line via automation and smart value that removes that part of the description.

[Joemar Tactay]

Hi @Mikael Sandberg 

Here it is the screenshot of the email from our PI System. Can't see any other lines that possibly causing this.  

[Mikael Sandberg]

I suspect that there is some type of hidden code in the email that the email handler cannot interpret and that is why you see it in the request. I would check the raw email, you can get that by going to Project settings > Email requests > View log. From here located the request and download the raw email.

[Joemar Tactay]

Hi @Mikael Sandberg ,

Here is what I got after downloaded the Raw email

[Mikael Sandberg]

That is not the raw email, it should look something like this:

Return-Path: <email address>
Received: from <mail server> (<mail server> [ip address])
by inbound-smtp.us-west-2.amazonaws.com with SMTP id <id>
for <email address>;
Wed, 18 Oct 2023 18:09:00 +0000 (UTC)
X-SES-Spam-Verdict: PASS
X-SES-Virus-Verdict: PASS
...

[Joemar Tactay]

Hi @Mikael Sandberg ,

Seems I'm not seeing what you have shown.

Tried doing the Download raw email but I open the downloaded file it will just prompt me on the email 

[Mikael Sandberg]

Do not open the raw email by clicking on the file, instead open it in a text editor and you will see the raw email.

[Tom Lister]

HI @Joemar Tactay 

Are you creating the issues via a JSM email handler or an app such as Email this Issue?

It appears some processing is being applied to create the description somewhere .

[Joemar Tactay]

Hi @Tom Lister 

I think it via JSM email handler.