Trouble hiding email signature

[Laura Castro]

I’m having an issue with hiding email signatures. The signatures are all the same, and it works for most, but not all.

Settings:

• Jira Service Management
• I’m an organization admin
• Email request settings:
  • Strip quotes – yes
  • HTML email parsing – yes
  • Hide email signatures in work items and portals – Custom text
• Customers – Internal only

Our standard company signature, used by all employees:

Employee name

Job title

Pronouns (optional)

<image>

COMPANY NAME

Company street address, city, state, zip

Phone number

Very long disclaimer text

 

My goal is to hide everything starting with the image, and I struggled with that but eventually (mostly) figured it out by viewing the source of an email. And while all signatures look the same, there is some variance in how people copy pasted it, so I have several different rules for custom text. Most of them work fine.

Correct:

However, there are two things that still get through.

For some people, the image just won’t hide. The source of the email looks the same, so I can’t figure out why it doesn’t work.

Incorrect (not hidden at all):

And for a few others, they show some additional text in front of the image that isn’t in the email, and I can’t figure out why and I can’t get rid of it. If I just add that text as a custom rule, it doesn’t do anything.

Incorrect (weird extra text):

 

And here's that same signature in an actual email:

Here’s the custom text (the last one is our address, that way, even if it doesn't hide the image, it at least hides the giant disclaimer text):

(I’d love to get rid of the image as an attachment too, but I don’t think that’s possible without getting rid of other images/attachments that are there intentionally.)

[Haripriya]

Hi @Laura Castro

Good day! Thank you for reaching out to our amazing community. 

You’re using the right settings in Jira Service Management for this:

• Strip quotes: Yes
• HTML email parsing: Yes
• Hide email signatures in work items and portals: Custom

And your understanding of using Custom text to hide everything starting from a certain line is spot on. The inconsistent behaviour you’re seeing usually comes down to how the email is structured under the hood, even when the signature looks identical.

May I know if you have chosen both methods to hide signatures? If you choose to use both, default detection will take priority (custom detection will only be used when the default method does not detect a signature).

Since default detection takes precedence, we will check for HTML tags in the email source, and only if that fails will we move to custom detection. 

The Custom detection is purely text‑based: it looks for a string in the parsed body and hides everything after that. If the content around the image is represented slightly differently (different tags, whitespace, encoding, or split across elements), the rule may not match, which is likely what you’re seeing with:

• The logo not being hidden for some users
• The “weird extra text” appearing before the image

About the Logo being added as an attachment, you’re correct that this is limited at the moment.

• Signature hiding affects what shows in the comment body in the issue/portal.
• How inline images are stored (often as attachments) is handled separately and isn’t signature‑aware.

Right now, there isn’t a built‑in way to say “hide this known signature logo attachment, but keep all other attachments from the same email”. We have an open Suggestion for this and would appreciate if you could vote for it: JSDCLOUD-18070 -  Hiding images and logos from email signatures. 

If you'd like us to dig deeper into your configuration, I’d recommend raising a support ticket so we can inspect how Jira Service Management is parsing those specific messages. We can then confirm whether this is expected based on the current parser or whether you’re hitting a limitation in how those specific signatures are handled.

Thanks, 
Haripriya

[Laura Castro]

Thanks for all the info! Glad to know I'm on the right track. 

I do have it set for both default and custom detection, would it be worth it to try turning default off? 

Since it's working for the most part, and we're trying to nudge people to use the portal anyway, I might just leave it be for now, but I'll take your suggestion to do a support ticket if needed.

Thank you!

[Haripriya]

Hi Laura, 

Glad to be of help! Yes, I would recommend trying just the custom detection as you seem. to have covered almost all the cases. 

And please do feel free to raise a support ticket! We are here to help! :) 

Regards, 
Haripriya