Summary

The Jira notification (batched/non-batched) emails received upon a change made to a text field or comment do not render properly: they are plain text emails containing raw HTML source (HTML tags):

Environment

Any Jira version from 7.x.

Diagnosis

• The 3rd party add-on JEditor - Rich Text Editor for Jira is installed in the Jira application, which can be verified in the application.xml file from the support zip:
  

      <plugin>
        <key>com.jiraeditor.jeditor</key>
        <name>JEditor</name>
        <version>3.9.9</version>
        <vendor>Bobronix</vendor>
        <status>ENABLED</status>
        <vendor-url>https://bobronix.com</vendor-url>
        <framework-version>2</framework-version>
        <bundled>User installed</bundled>
      </plugin>

• The problematic text field(s) (or comment field) is configured with a renderer coming from this add-on 
  • This can be verified by checking the Field Configuration scheme associated to the project the issue belongs to (in the page ⚙ > Issue > Field Configurations):
    
  • This can also be verified by looking at the options available when editing the text field:
    • When using a default renderer coming from Jira out-of-the-box, the panel should look like this:
      
    • When using the JEditor rendered, the panel should look like this:
      

Cause

The native Jira Notifications templates don't support Jira text field that contain HTML tags and that are using a renderer which is not shipped with Jira. The Jira notification templates only support the plain text format, or the Wiki Renderer format which can then be converted into HTML when the notification email is generated. When using HTML tags in a text field, the Jira Notifications will simply render the HTML tags in plain text, as it does not "know" how to process them.

Solution

2 possible solutions:

• Suggestion 1
  • Change the field configuration so that it uses Jira's native Wiki Renderer
• Suggestion 2
  • If it is needed to use the JEditor Render, it will be necessary to use the JEditor velocity templates as explained in this documentation from the JEditor add-on.
  •  Since 3rd party add-ons and template customization fall outside of Atlassian Support scope, we recommend to reach out to Bobronix support via their support platform for further assistance with this solution.