Email Requests autogenerated email not viewing correctly in Outlook

[Aaron Blacklock]

When an email request is sent into the helpdesk, an automated reply is returned with the predefined attributes as expected.

The issue is that in our Outlook system, the hyperlinks are being broken down into the url and the hyperlinked term. In this instance, the words that should have the hyperlink do not. 

When using a test response via the email notification point, the email comes through as expected, so it is unclear as to what is causing this. 

Below are two screenshots from my inbox, please note that both are being scanned by mimecast though I failed to capture that in my screenshot.  The first one is the test one ran through the email notifications test page, the second is a reply from the emailed in request. Both are sent from the same sender. 

Any advice on how to resolve this would be greatly appreciated.

Thanks,

Aaron 

[Aaron Blacklock · Accepted solution]

Resolved the issue. 

User preferences was set to Plain Text instead of HTML, once this was corrected, there were no more issues. 

[Dwayne Pierre]

Hi Aaron,

You are referring to "user preferences" in MS Outlook or in Jira Service Desk.