Service Desk Email - multiple color codes but no text

[Claire Coupland]

When a customer sends an email into the Service Desk the body of the email contains multiple entries to add colour to the text but there is no text in place. Is there an easy way to strip this out?

EXAMPLE:

{color:#444444}Not urgent whatsoever{color}{color:#444444}{color}

{color:#444444}Thanks{color}{color:#444444}{color}

{color:#444444}Chris{color}

{color:#000000}{color}
{color:#000000}
{color}{color:#000000}
{color}
|{color:#000000}
{color}{color:#000000}
{color}
|{color:#000000} {color}{color:#000000}
{color}
|{color:#000000} {color}{color:#000000} {color}|

Many thanks,
Claire

[Angélica Luz]

Hi Claire,

Thank you for getting in touch with Atlassian Community!

This issue that you are facing is related to renderer of the field.
Please, open the affected project and go to the Project settings.
Then click on "Fields" > to edit and find the field "Description".
Click on "Renderers", select "Wiki Style Renderer" and then "Update".
After that, please check the ticket again to confirm if the description will show the text normally.

Regards,
Angélica