Line "You don't often get email" is now invalid "Color value is invalid" and apperas approx 20 times
Asked by Vera_wyss:

Hello,

If an email arrives in Jira with the note: "You don't often get email from test@gmail.com", Jira can no longer convert it since Friday, but we haven't done an update.  
The following message appears approx. 20 times: "Color value is invalid".  
No matter whether in a comment or in a new ticket.

**Before**

![Screenshot 2024-08-19 082736.png](https://community.atlassian.com/t5/image/serverpage/image-id/342377i30D6F69A349AC945/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 082736.png")

**Now**

![Screenshot 2024-08-19 082031.png](https://community.atlassian.com/t5/image/serverpage/image-id/342375iD84BAB0872B5811E/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 082031.png")

Does anyone know how to fix this error so that only the line "You don't often get email from test@gmail.com" appears?

Thanks, Vera


Answers:
author: Jeramy
body: We're having this issue too. We do not want to remove formatting completely. Our IT department thinks they might have a solution. I'll update this post if they get something working. They are approaching this from changing something in Outlook for Jira service e-mail address.


author: Jeramy
body: Here's what our IT team did inside of Outlook to resolve this issue.

The email accounts that serve Jira are in our EOP (Exchange Online Protection) standard policy. This policy cannot be edited.

There is an setting in that policy called "Inline Safety Tips" which is set to on.

This setting generates the information shown in the description of this ticket "You don't often get email from 'ABC'. Learn why this is important".

To remove this setting:

1. Clone (re-create) the EOP standard Policy with all of the current settings, with one change Inline Safety Tips = Off.
2. In the Anti-Phishing Policy, disable the Enable spam safety tips option.  
   This removes tags from the email address that are part of the specific group assign to these newly configure EOP policies.
3. Add the Jira e-mails to this new EOP policy.

This resolved our issue. I hope this helps others.


author: Andrea R?kosfalvy
body: Hi,

I'm Andrea from the Email This Issue team and I just want to provide a quick update.

We were able to identify the problem and are working on a workaround in the Email This Issue application - the approach is a set issue field to update the description based on the email body with a regular expression and a replace function to replace the problematic content.

We still have a few details to work out - feel free to open a ticket with us to get information directly and help us test the workaround.  

We will be sharing the solution here as well, once we can validate it. :)

comments: author: Andrea R?kosfalvy
body: Hi,

This is an update for users encountering this problem in the **Email This Issue** application.

The reason for the issue is that the CSS color value (revert/revert!important) is not recognized when transposing the HTML content to wiki markup. We have raised this as a bug and will be addressing it in a future release - to be notified when the fix is out, please reach out to our [support team](https://metainf.atlassian.net/servicedesk/customer/portal/1/group/2) and we can keep you updated.

In the meantime, there is a workaround by applying a Set field action in the mail handler for the description field with the following values:

* Regular expression: (.\|\\n)\*+
* Email field: body
* Value: $!group0.replaceAll("color: Color value is invalid", "")

The known limitation of this workaround is that email formatting is lost, in addition, there is no workaround for handling comments.

If you need any assistance, please reach out to our team and we will be happy to help.

Best,  
Andrea  
Email This Issue Support


author: Vera_wyss
body: Hi, i just had a call with Altassian Support.  
If you only use the **Atlassian mail handler**, you can deactivate this message by activating "No, remove the formatting by converting HTML messages to plain test" under HTML email parsing in Settings - Applications - Emali requests.

![Screenshot 2024-08-26 134348.png](https://community.atlassian.com/t5/image/serverpage/image-id/343820i5E955C7D795D353F/image-size/large?v=v2&px=999 "Screenshot 2024-08-26 134348.png")

So the text will still be displayed but the 20 lines "color: Color value is invalid" will no longer be displayed.

If you no longer want the text to be displayed, there is also a setting at **Microsoft** that deactivates the message, but it didn't work for us

If you use the Mail handler from **Email this Issue App**, this doesn't help. So i do another request to the Email this Issue App and would share it as soon as I have an answer.

comments: author: Julien Laurent
body: Thank you a lot [@Vera_wyss](/t5/user/viewprofilepage/user-id/5530323)   

We are also using Email this issue, I am really curious of the feedback you'll get from them.


author: Vera_wyss
body: **Quick Update** I checked with Atlassian because the workaround doesn't work for us because we receive emails from thousands of customers every day and don't know what format they send the emails in. You have now created a BUG. [JSDSERVER-15531](https://jira.atlassian.com/browse/JSDSERVER-15531)  
You can register as an observer and indicate that your team is affected by this bug.  

I have not yet received a workaround from the Email this issues app.


author: Julien Laurent
body: Same issue here, any solution or idea would be welcomed.


author: Mohamad Alhajj - Infosysta
body: We're facing the same issue too on Jira DC v9.12.11, still looking into a fix

![Screenshot 2024-08-20 071723.png](https://community.atlassian.com/t5/image/serverpage/image-id/342951i642E014A95102E74/image-size/large?v=v2&px=999 "Screenshot 2024-08-20 071723.png")


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