Ticket created mail somehow shows the html code

[Frank]

hello all,

i have no way to recreate this issue but one of our testers has a issue, when a ticket is created for him. the Ticket creation mail shows the html code that makes the mail readable

where can i change this?

[Igor Medeiros - Modus Create]

Hi @Frank

Not sure if you are open to use 3rd party apps to solve this, however, I'd like to invite you to check out our app:

Notification Assistant for Jira 

Besides allowing you to fully customize your templates, we ensure that what you see is what you get in these cases.

[Tomislav Tobijas]

Hi @Frank ,

We would probably need a bit more info on the issue itself, like:

• Does this only impact one specific user?
• From what I could tell this is a customer notification for when the ticket is raised. Can you confirm? Or are we talking about some other notification sent from the system?

Note that notifications can be sent in numerous ways - customer notifications, system notifications, third-party notifications...

Anyway, to get back on the topic, I would suggest checking configuration on Project settings > Notifications > Customer notifications and by selecting Template or a specific customer notification to check the configuration there.

Again, if this only impacts that one user, then it might be a system or app settings they are using that are causing this behavior.

Anyway, hope this helps.

If you can provide any more details I'll be glad to try and help.

Cheers,
Tom

[Frank]

I can't really give you more info,

the whole email is in the code, the html code is in between the text.

he is currently the only one who has this.

[Tomislav Tobijas]

@Frank Hmm, interesting. I've personally never stumbled on something like this. 

The best bet here would be to raise a ticket on Atlassian Support where the team could maybe provide some better insights as they can see additional info that the Jira/system is sending out.
I would also recommend sending them info such as which browser that particular user is using, which mail application, which system/OS version, etc., as these might be helpful in cases like this.

Additionally, the end user might need to generate a HAR file related to these web issues so the support team can analyze this further.

If you manage to resolve this, I would appreciate it if you could share the conclusion here as it might help someone else out if they stumble upon the same problem.

Cheers,
Tom