Summary

Jira administrators would like to trigger an email in html format with a paragraph when a customer creates or adds a comment through the Customer Portal.

Environment

• Jira Server / Data Center 8.0.0 and any higher version
• Automation for Jira 7.0.0 and any higher version

Use case

In this page, we will show you an example on how to trigger an email to the Service Desk Customer (author) with the content from the comment with HTML tags including a paragraph.

• Automation rule
  
• Email received
  

• HTML code used in 'Send email' content

  Email HTML

  <h4 style="background-color:rgb(89, 89, 89);"><span style="color:white">Servicedesk Response</span>
  </h4><div style="background-color:rgb(229, 229, 229);">{{comment.body.html}}</div> 

Notes:

• For the paragraph, do not use the <p> element to add a paragraph. You need to use <div> block.
  • The way Automation sends an email, if <p> is included, the Send Email action needs to convert wiki markup to HTML and it will append an additional <p> to the request and the styling in the section of the “comment.body.html” will be lost.
• Use {{comment.body.html}} smart value to capture the comment body in HTML format.
• Make sure the send e-mail action configuration is set to "Send as: HTML"