This request below was similar but there has to be a way to do this without applying this to every project across the company.
https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-remove-unnecessary-content-from-issue-comment-added-via/qaq-p/1000037
My situation is this. My Director doesn't like Support Portals. He also does not want to use the built-in service desk email which runs through the Cloud Mail Handler (customizable) instead of the Service Desk Mail Handler (not customizable)
I am building automation to notify departments when a user has left the company via email. But when I send the direction "reply with X or Z to move the ticket to resolved" the user's reply includes the entire thread including the directions which contain the trigger.
I could strip quotes but that affects all projects in the company and people are very accustomed to sending whole threads to create tickets.
Is there a way to do this for a specific project?
Or is there some way I can write this with Automation that I haven't thought of?
Alternatively, is there a way to set the "Reply To" address in the header to the built-in email for the project? (I already tried setting it to another Issue Type/ Cust request type - replying sent it to the usual custom email address)
