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Why is the logo not displayed in the mail?

Antonia
Antonia
Contributor
April 17, 2025

I have adjusted the HTML under Project settings > Customer notification and also inserted an image with a URL. The image also appears in the preview, but it is not displayed in Outlook, there is just an empty box in the mail. (the logo is censored, in the screenshot, but its in the preview)MailLogoHTML.png

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Marc - Devoteam
Marc - Devoteam
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April 17, 2025

Hi @Antonia 

Is there anything stated in the mail source, when looking into this in outlook?

It seems an issue in Outlook.

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Antonia
Antonia
Contributor
April 17, 2025

Hi  @Marc - Devoteam thank you, but no not really. It only says "If you have problems with the display of this message, click here to display it in your web browser." I then clicked on it, but it is not displayed correctly either. In Outlook you can only see this outline of the logo.Screenshot 2025-04-17 143730.png

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Marc - Devoteam
Marc - Devoteam
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April 17, 2025

Hi @Antonia 

In outlook you should have a 3dots menu on an email and there should be a view option and choose "view message source"

This should give information.

If you sent a mail with image to another mail client (non microsoft), does the image show?

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Antonia
Antonia
Contributor
April 17, 2025

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"><html xmlns="http://www.w3.org/1999/xhtml"><head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0"><base href="[CENSORED]">
</head>
<body style="color: #333333; font-family: Arial, sans-serif; font-size: 14px; line-height: 1.400">
<script type="application/ld+json">{"@context":"http://schema.org","type":"EmailMessage","description":"Anfrage betrachten","potentialAction":{"@type":"ViewAction","target":"[CENSORED]","name":"Anfrage betrachten"},"publisher":{"@type":"Organization","name":"Atlassian","url":"https://www.atlassian.com"}}</script>
<div class="jsd-reply-marker" style="color: #999999">
—-—-—-—
</div>
<div class="jsd-reply-marker-hint" style="color: #999999; margin-bottom: 30px">
Antworten Sie oberhalb dieser Linie.
</div>
<div class="jsd-message-content" style="margin-bottom: 30px">
<div class="jsd-activity-item-content">
<p>[The content of your notification rules appears here.]</p>
</div>
</div>
<p><a class="jsd-issue-link" href="[CENSORED]" style="color: #3572b0; text-decoration: none">Anfrage betrachten</a> <span class="jsd-link-separator" style="padding: 0 10px">·</span> <a class="jsd-unsubscribe-link" href="[CENSORED]" style="color: #3572b0; text-decoration: none">Benachrichtigungen dieser Anfrage abstellen</a></p>
<p><img src="THIS IS THE IMAGE" width="200" height="100"></p>
<p><a class="jsd-servicedesk-link" href="https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&amp;utm_source=jira_service_desk_email_footer&amp;utm_content=feri-it" style="color: #707070; font-size: 12px; text-decoration: none">Bereitgestellt von Jira Service Management</a></p>
<div style="visibility: hidden; opacity: 0; font-size: 1px; display: none; width:0; max-height: 0; overflow: hidden">
Sent on April 16, 2025 4:50:13 PM CEST
</div>
</body>
</html>

 

So, this is the Source Code I got from Outlook. I censored our URL (from our company) and I censored the url for the picture

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Antonia
Antonia
Contributor
April 17, 2025

When I want to forward the mail, the logo is suddenly there... very strange.

I have forwarded the mail and it is displayed correctly on my cell phone.

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Marc - Devoteam
Marc - Devoteam
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April 18, 2025

Hi @Antonia 

So then its something with the outlook version that you are using. Could even be settings defined by your admin on your device (company device)

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Joseph Chung Yin
Joseph Chung Yin
Community Champion
April 17, 2025

@Antonia 

Have you check to see if the image file is located in a public accessible path within your site?

Hope this may helps.

Best, Joseph Chung Yin

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Antonia
Antonia
Contributor
April 22, 2025

Hi, yes, its public

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