要約

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.

環境

Jira Service Management Cloud

診断

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

原因

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. 

ソリューション

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. [処理ログ] を選択します。

   • 特定のメッセージを検索するには、メールアドレス、件名、または課題キーで検索するか、フィルターとしてステータスや日付の範囲を設定します。

   • 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. [Jira Service Project] で、[メール リクエスト] を選択します。

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:

• Learn how to view the processing and connectivity logs
• Change how emails are processed across service projects.