Highlighted text - formatting removed during email processing

[Keith Aulson]

We use Jira for inbound customer requests in our Logistics groups.  Sometimes customers use highlighting to indicate what's changed in a long, complicated email.

Jira is removing the highlighted text - it shows up as normal text.  Thus, our logistics agents have no way to tell that the original email came in with highlighting / background color on text.

Ideally, I'd love to have Jira show the highlighting in the description and other formatted text fields.

In the interim, is there a reasonable work around?

My folks feel silly that they can't see or respond to a simple text operation like highlighting.

Thanks so much!

Keith

[Pramodh M · Accepted solution]

Hi @Keith Aulson 

There are feature requests issues that shows this problem is solved, but it is not working in new issue view!!

Until the wiki formatting is enabled to text fields. I think it won't work

Please check with Atlassian support on this one

Thanks

[Keith Aulson]

@Pramodh M  - Thanks for your answer - I'm slightly unclear about a couple of points:

The field I'm talking about is just the description - where the body of the inbound email shows up.  It's already set to be a wiki-style renderer; I believe this was by default.  In this field, bold text and colored text work fine.  Highlights do not - they're simply removed from the text.  Example email and corresponding Jira issue description screenshots are included below.

I've seen some feature requests, but none that include highlighting.  Can you direct me to one?  I'd love to read through the comments on it.

Thanks!

Keith

[Pramodh M]

@Keith Aulson

Yes, my statement was Wiki formatting does not support background highlighting as of now.

You could ask your customers to mark the text with color instead of highlighting

I'm marking the feature request here (Since the editors are all same

https://jira.atlassian.com/browse/CONFCLOUD-64708

Thanks

[Keith Aulson]

Thanks @Pramodh M .  I added a detailed comment on that feature request to explain what we're trying to do.

Thanks for the help!

Keith

[Tanya L Christensen]

@Keith Aulson ,

As far as I am aware all incoming emails that become issues or comments on existing Jira issues are processed on plain text.  I'm not sure if you have a workaround to overcome this. If customers are not using the portal to enter or reply to issues, which I believe may allow for text formatting, then all text will be plain. Embedded images will also be removed from inline text.  The will show up as attachments, but you may not know the text context in the description or comment. 

Perhaps adding informative text to let your customers know that colors and font are not processed.  I think if they use characters thst translate to the Jira wiki markup that will be pricessed.  There is no color background option that i know of.  Training customers is not easy though.

[Keith Aulson]

Hi @Tanya L Christensen Thanks for your answer.

The text isn't plain - bold and color and some other formatting comes in.  Odly, text size isn't preserved (which isn't an issue for us).

The big problem is highlights / text BGcolor.

See images below.  I believe this limitation also applies to the portal.

Thanks!