Emails received into JIRA Service Desk

[james.benham]

Hi There,

I'm wondering if some JIRA SD guru can help me out here. We are finding that when a customer emails in to update an existing JIRA call reference, its adding the whole email chain each time a note is added. 

This is becoming a pain when browsing call notes as each note is huge and containing duplicate data from the previous notes added. Is there a way JIRA SD can be configured so it only adds the most recent email of the chain rather than the whole chain each time? 

Thanks,

J 

[Jack Brickey · Accepted solution]

I a, wondering if this is due to how the email client is setup itself. JSD will include the contents of the email that is sent so if the client is configured to include the history the it would include all. Are you seeing this with every issue from every customers?

[james.benham]

Hi Jack,

At the moment we do indeed see it with every incoming customer email (Unless they use our portal to add the comments).

Is there a setting somewhere to turn off adding email history within the Jira SD config?

Thanks,

J

[Jack Brickey]

unless something has changed this is not a feature of JSD. As I recall, as long as the customer is “replying above the line” then the history should not get added to the ticket. The JSD email handler strips everything below the line. Are you using any mail handler addon, e.g. JETI or similar?

[james.benham]

Hi Jack,

I don't think we do have an addon intalled for it actually. Is there one you would reccomend? If so I will look into getting it.

Thanks,

J

[Jack Brickey]

No I’m not recommending any addon. Rather, I was wondering if you might have an addon that may be causing this problem. My point is that natively JSD should not be behaving in this manner.

i suggest the following controlled test.

1. create a test customer using maybe a gmail account.
2. send in a request via email from that user.
3. have them make some comments and observe results.

[james.benham]

Hi Jack,

I did a test and it seems to work for some but not all. I think maybe its down to how the customers email is formatted as for some long chains, it doesn't pick up when the email stops and the next one starts.

I will continue to run some tests for now.

Thanks,

J