Email Notifications in Jira Service Management Not Rendering Images Correctly

Summary

When an image (e.g., .png or .jpeg) is added in a comment on a Jira Service Management (JSM) issue, the notification sent to the customer contains raw text instead of rendering the image. The text appears as:

Environment

Jira Service Management Cloud

Diagnosis

• The email notifications sent to customers are expected to render images properly in HTML format.

• The issue occurs when a customer adds an image (e.g., .png, .jpeg) to a comment on an issue, but the image does not render in the notification email. Instead, it displays a raw reference to the image.

Cause

The cause of this issue is related to the renderer settings for the Comment field in the JSM project’s field configuration.

Need more info on default renderer? Check out our detailed guide onConfiguring Renderers.

Solution

Before you begin: You must be logged in as a user with the Administer Jiraglobal permission.

1. Check the Field Configuration:

   • In the top-right, select Settings () >Issues > Field Configurations.

   • Select the relevant field configuration used by your project.

   • Locate the Comment field in the configuration.

2. Change the Renderer:

   • In the field configuration, change the renderer for the Comment field from Default Text Renderer to Wiki Style Renderer.

   • The Wiki Style Renderer allows Jira to properly interpret Wiki markup, including image tags, and renders the content correctly in email notifications.

3. Save Changes:

   • After updating the renderer to Wiki Style Renderer, save the changes.

Once the renderer is set to Wiki Style, JSM will correctly parse the image references in comments and render them as HTML in the email notifications.

References -

• Choose HTML or plain text for customer notifications

• Best practices for configuring your customer notifications