Format issues made through Email Request

[Michael Hart]

Both my company and the customers we work with have long email signatures.

Some customers have a learned habit of emailing support staff and the Email Request email address.

1. This creates a ticket with their entire signature in the description field, as well as an attachment of an image of their company logo.
2. This is compounded when support staff starts to reply to the customer, not realizing it's tied to a ticket.
3. Each reply creates comments in the ticket, each response contains a full signature, more images of the company logo are attached to the ticket.

Some of these conversations can easily go back and forth 5 or 6 times, creating a large amount of editing work to clean the ticket up to a proper state for processing and review.

What is the best way to manage this? I'm thinking creating a series of Automated tasks might be the right move. Is there are any sorts of advanced filters that can be used with the Email Request functionality?

[Benjamin · Accepted solution]

Hi @Michael Hart ,

Here's an article that might help with your situation by using an add-on.

https://community.atlassian.com/t5/Jira-questions/Removing-Email-Signatures-company-logos-when-replying-to-JIRA/qaq-p/723375

Another user has provided a workaround using automation on this ticket.

https://jira.atlassian.com/browse/JSDCLOUD-5878

Thanks,

Ben

[Michael Hart]

Hi @Benjamin glad to see I'm not alone in this request. Thank you for the lightning-quick response! :)

The add-on option will unfortunately not be an option for our environment, but I will try and mess around with the suggested workaround provided by Karsten Zacher Nielsen.

(In the event the workaround is not visible for others finding this request. I have copied and pasted Karsten's message below. Thank you, Karsten!)

While waiting for the real deal, I've made a workaround.

An automation containing an 'Edit Issue Fields' where I set Description to this regex:

{{issue.description.replaceAll("((Venlig hilsen|Med venlig hilsen|Best regards|Mit freundlichen Grüßen|https://www\.<our Danish company name>\.com)[\s\S]?(*From:|Fra:|\Z))","======================\n")}}

It replaces any occurrence of company signatures in the description field by '=== .... ='. 

It's not spot on, but people tend use it. You can customize it to your needs, of course. 

I imagine that a more generic solution would be far more complex.

[tleclerc]

In case you are still looking, I was able to do this using automation and variables.  This method assumes that the reporter of the ticket is the same person as in the signature block.  Our company has standardized signature blocks with all capital letters, so this method works quite well.

create variable Reporter, set it to {{issue.reporter.displayname}}

create variable ReporterCaps, set it to {{Reporter.toUpperCase()}}

create variable Description, set it to {{issue.description.text}} (removes any HTML formatting)

create final variable DescriptiontoCopy, set it to {{Description.substringBefore(ReporterCaps)}}

Edit your issue and set description field to {{DescriptiontoCopy}}.

This method should grab the body of the email and remove the entire Email signature.  Again, this assumes that the reporter is the same as the name in the email signature, and also that the name formatting for your Users is the same as they would use in their signature.  I hope this helps someone!

[Pramodh M]

Hi @Michael Hart 

Best to use add-ons to parse the email body without signature only getting the non-quote text of the email

Plugins - Have a Trial and see how it goes

• https://marketplace.atlassian.com/apps/4977/email-this-issue?tab=overview&hosting=cloud
• https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/overview#Creation-v.s.-Comment

Thanks,
Pramodh

[Michael Hart]

Thank you kindly for the response! :)

Unfortunately, I do not think my company would be willing to entertain the idea of more add-ons at the moment. Hopefully the alternatives Ben had mentioned will fit the bill.