OUTLOOK app stopped supporting with Jira

[Shira Izon]

I cannot open the usual display of mails (from Outlook) when I attached them to Jira issues.

it's worked fine until few weeks ago. 

I have checked the problem which maybe related to security networks /issues in my work but it's not working also on WI -FI state at home.

The wrong  display looks like an application which is not supported. shown in Notepad / without the pics that attached into the original mail)

Please sent me insight or info where the problem can be / if you also familiar with that issue 

**Attached screenshot in the first response

Thanks

Shira

[Daniel Ebers]

Hi @Shira Izon

I am not yet following. Could you please describe any further how the flow exactly is for that mail?

The broken formatting is in Outlook when you received the mail from Jira -- OR -- the strange display is in Jira when sent through Outlook (and received by Jira)?

Do you use any App for that functionality -- OR -- is this basic Jira functionality that is involved?

Am I right that you did not anonymize content of the mail on purpose for the Community as for privacy reasons but the actual problem is that the mail is displayed on your end like showed in the picture (lines 41-53)?

In case you can provide more details (please be as verbose as possible) somebody is likely able to help here.

Thanks in advance!

Regards,
Daniel

[Shira Izon]

Thanks Daniel !

First I'm using Jira SW (basic).

In part of the issue types e,g- Bugs, I have attached mails (copy and browse them from PC folder) with screenshots how to reproduce the bug step - instead to explain a lot into the details bug.

As I said before, this process were worked fine. after the bug was opened I could see the mails in the SAME state you open and see mails from Outlook.

Now, I can attach mails to Jira BUT to open them afterwards FROM JIRA APP - the display is wrong. this is not the format of Outlook. looks like Notepad. why ? I don't know or figure out what the reason or what the changes that done..

"Am I right that you did not anonymize content of the mail on purpose for the Community as for privacy reasons but the actual problem is that the mail is displayed on your end like showed in the picture (lines 41-53)?" YES, you right. I did not share here the full content- but the format is wrong and that the pics attached to the mails - currently are not shown and the empty space is instead.

"The broken formatting is in Outlook when you received the mail from Jira -- OR -- the strange display is in Jira when sent through Outlook (and received by Jira)?"

[Daniel Ebers]

It depends on how the mail is structured very likely.
If you are using the mail handling like described in ...
https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

... and assuming the picture is embedded in a HTML mail (which I now think I have understood from your description) there is some restriction on what the mail handling is capable of:

If HTML/Rich Text formatting is not being process correctly by Jira, this is an expected behavior. The email comment handler was designed to do plain text conversion.

In many cases it just works, in others mail handling can cause trouble.
Please keep in mind that changes that affect the involved mail servers in between also play their role - also the mail client could hat got an update, there are many factors.

Probably a better option is to add attachments after the issue was created.

[Shira Izon]

"Probably a better option is to add attachments after the issue was created " - It is no matter before or after, the problem is to watch the mails. and I usually attach after created.

"... and assuming the picture is embedded in a HTML mail (which I now think I have understood from your description) there is some restriction on what the mail handling is capable of:

If HTML/Rich Text formatting is not being process correctly by Jira, this is an expected behavior. The email comment handler was designed to do plain text conversion." - I'm asking you if its possible happen like suddenly ? cause until for now all is worked correctly.

Do you think that any restrictions have done to the Mail Server (here in my work) which can be related ?

[Daniel Ebers]

If there is a mail server, locally in your network, and you have admins to speak to I would suggest doing so - Jira parses the mails that are delivered to it and I am not aware of any changes to the mail processing in Jira Cloud.
I assume given this scenario this would have been reported back by a couple of users.

[Shira Izon]