Email responses from customers are showing with "[if gte mso 9]" in issue comments

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

When customers reply to issues using MS Outlook, you may see that this response has a code prefix similar to the below ones when added as comments to the issue:

<!--[if gte mso 9]> <!--[if gte mso 9]>  Normal 0 false    false false false  EN-IE JA X-NONE <!--[if gte mso 9]> 
<![if gte mso 9]> <![if gte mso 9]> 98 Clean DocumentEmail false false false EN-US X-NONE X-NONE <![if gte mso 9]>                                                                                                                                                                                                                                                                                                                                                                                 <!--[if gte mso 10]>

Environment

Jira Service Management Cloud

Diagnosis

The EN-IE JA X-NONE error is caused when an email is copied from MS Word or MS Outlook or if the copied content has an empty space. Sometimes, users using CodeTwo signatures to automatically add signatures to their Outlook emails also face the same issue.

Cause

This is due to the formatting of MS Word and MS Outlook and eventually, this code is included along with the copied content. Since these responses are reply or forward emails, it ignores the content below the quoted line and only pastes the content of the email.

Solution

Below are the possible solutions to avoid this:

  • If the user is copying text from Word to Outlook, you can suggest they paste it first to a text editor and then copy it to paste in the email
  • If the user is forwarding emails, you can suggest the user create a new email with the copied text with the service project mail ID in the TO address
  • If the user is using CodeTwo signatures in their automatic replies, suggest they remove it or modify the mailbox settings to not use it for Jira responses





Last modified on Jul 24, 2023

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.