Issues are created with empty description/comment when processed by Jira Service Management email request

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

Summary

When an issue is created or updated via a Jira Service Management email request, the body of the email is not captured and produces an empty description or comment.

Environment

Jira Service Management Cloud

Diagnosis

You notice the issue created/updated contains an empty description or comment.

Cause

The emails received that generated issues with no description/comment are multipart/alternative with EMPTY text/plain portions (only text/HTML content is available). 

When HTML email parsing is disabled in the Email Request setting, JSM prefers "Content-Type: text/plain" over "Content-Type: text/HTML". That means emails arriving without text/plain content (length is zero) will result in a ticket with an empty description/comment. 

Solution

You can download the emails and inspect their RAW source content to confirm by following below steps: 

  1. From your service project, select Project settings > Email requests.

  2. Under the account, you want to see the processing log for, select View logs.

  3. Select Processing log.

    • To find specific messages, search by email address, subject line, or issue key, or filter by status and date range.

    • To download a message as an EML file, select More () > Download raw email message.

Enable HTML email parsing

Enabling HTML Email parsing will fix the issue for these emails (but it will affect all incoming emails). You can follow the below steps to achieve that:

  1. Go to Settings () > Products.

  2. Under Jira Service Project, select Email requests.

  3. Tick Enable HTML email parsing to enable

The only alternative would be to ensure the emails are sent with properly populated text/plain content to the service project. Please have a look here to learn more:


Last modified on Dec 12, 2022

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