table borders are lost when sending a message from ms outlook

[Olga_Smirnova]

Used Jira SD 4.5.1

When sending an email from MS Outlook to SD, cells without information are loaded without borders. Order of actions:

1) in Outlook (MS Office 2016, others have not checked), we respond to an email from Jira

2) Insert a table from Excel, in which some of the cells are empty.

3) Send

4) in the comment, all empty cells are lost.

The same is true when creating a new email.

When formatting table borders in Excel (but not in Outlook), it is formed correctly in Jira.

I assume that it will be played in any browser. Now checked for Firefox 74, Chrome 80, IE11

[Craig Shannon]

Hi Olga,

Thanks so much for your question.

Can you verify in your Field Configuration whether for the description field which is being used for your email requests is set to the ‘Wiki Style Render’? Can you also check in the Email Request configuration that you have selected 'Yes' on the option to preserve HTML email parsing. I've attached a screenshot where you can find this option (

/secure/admin/SDMailInfo.jspa):

I tested this with Gmail by pasting in an HTML table and the table that was created on the issue preserved the formatting. I also tried with adding a comment and the table format was also preserved. I also verified that it worked with a table created in outlook.

I believe there previously were issue processing HTML emails, but these should have been resolved. However, please let us know if you are still encountering this issue and we can carry out further testing to try and replicate the issue.

I've attached some screenshots of this working:

Thank you,

Craig

Jira Service Desk