Genesys Cloud - Main

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?

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/)

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?

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/)

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?

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.

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/)

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?

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.

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/)

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?

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/)

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?