Jira Mail Handler: Create a new issue or add a comment to an existing issue (ignore quoted text)

[Piyush Goel]

There is already a custom mail handler in Jira to "Create a new issue or add a comment to an existing issue".

How can one create a Mail Handler to "Create a new issue or add a comment to an existing issue from the non quoted email body"?

[Andrew Laden]

As a side note, one of the difficulties with this type of request is that it is up to the mail client to decide how to "quote" the body of the message. There is no standard, and different mail clients do it differently. So any sort of parser has to be constantly updated to understand how every common mail client does it, and act accordingly.

In addition, things like HTML formatted emails can make this even more difficult. So even if the option exists, its not guaranteed to work.

That said, in on-prem, at least, the "Create a new issue or add a comment to an existing issue" has an option to Strip Quotes that "If checked quoted text is removed from comments."

I would hope the on prem has something similar.

[Sayed Bares _ServiceRocket_]

Hi @Piyush Goel

Jira cloud has restricted customising mail notifications, you can check JRACLOUD-7266 which is closed as "Won't Fix".

You can use other third-party apps (eg. Enterprise Mail Handler for Jira , Raley Email Notifications ) or Automation app (with custom notification as automation rules) as a workaround.