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  • 1.  emails from JIRA Platform

    Posted 06-10-2025 14:12
    No replies, thread closed.

    Our "IT" Helpdesk uses JIRA for ticket reporting trouble via a portal on our internal homepage.

    A HYPERLINK is placed in the email, when the email is presented to an agent, the HYPERLINK is stripped away, but the text of the link is still present and it can be copied and pasted into a URL successfully.

    from my work email account, if I send the same Link with HYPERLINK it successfully passes the HYPERLINK to the agent.

    It seems as though the only "from" platform that the HYPERLINK is stripped from is the JIRA Platform

    email is HTML format, etc.

    anyone experience this or have any thoughts?


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Michael Schimento
    Telecommunications Specialist III
    ------------------------------


  • 2.  RE: emails from JIRA Platform

    Posted 06-10-2025 17:12
    No replies, thread closed.

    Hello Michael,

    Is this JIRA integration trying to do anything when inserting the hyperlink? Is is just plain text? Is it trying to format the text like this example?

    [this example](https://help.genesys.cloud/)



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: emails from JIRA Platform

    Posted 06-10-2025 17:31
    No replies, thread closed.


    ------------------------------
    Michael Schimento
    Telecommunications Specialist III
    ------------------------------

    Original Message


  • 4.  RE: emails from JIRA Platform
    Best Answer

    Posted 06-11-2025 12:40
    No replies, thread closed.

    Hey Michael,

    Based on what you showed it looks like your JIRA integration is working by designed. it is sending a plain text string. I am also not an expert in that platform but you may want to reach out to the team that manages it and have them update the field. It looks like it's using HTML at the bottom of that screen shot so the Ticket line would read as:

    <b>Ticket</b>: <a href="https://jira.zic.pri/browse/{{issue.key}}">Click here for the ticket</a><br>

    Or something to that effect.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: emails from JIRA Platform

    Posted 06-11-2025 12:49
    No replies, thread closed.

    I am following what you are saying, I will get with them and see if we can figure it out based upon your thoughts

    the strange thing is, if they change the to email to my work email address mschimento@thezenith.com the link and hyperlink are received and function correctly.....



    ------------------------------
    Michael Schimento
    Telecommunications Specialist III
    ------------------------------

    Original Message


  • 6.  RE: emails from JIRA Platform

    Posted 06-12-2025 11:17
    No replies, thread closed.

    Hi Jason,

    with the information you provided I was able to find the issue, there was no anchor tag in the email being sent by JIRA

    I asked them to add one on the ticket line, this resolved the issue.....



    ------------------------------
    Michael Schimento
    Telecommunications Specialist III
    ------------------------------

    Original Message


  • 7.  RE: emails from JIRA Platform

    Posted 06-10-2025 17:34
    No replies, thread closed.

    I inserted a screenshot of the JIRA Format that is sending/creating the email

    I believe the link is inserted on the line labeled ticket, I am not the keeper of our JIRA Platform, so I am in no means an expert of it.

    I do know we do not use our companies exchange account to send it, it is not even an email account, the email is created and sent and after that it is gone from JIRA



    ------------------------------
    Michael Schimento
    Telecommunications Specialist III
    ------------------------------

    Original Message


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