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How to remove unnecessary content from issue comment added via email.

Kyle_Jarvis

We have the email respond to ticket feature enabled on our Jira Helpdesk, but we've noticed that when someone responds via email to the ticket, Jira will strip out all the images and replace them with the URLs. The response also includes all of the previous responses to the ticket, which makes an emailed comment very long and messy.

Is there a setting that we have missed that can stop this happening?

Thank you,
Kyle

Accepted answers

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Angélica Luz

Hello Kyle,

Thank you for getting in touch with Atlassian Community!
There is an option to remove the email thread when someone replies to a comment via email.
Please, go to Jira settings > Products > Email requests.
On this page, you must change the option "Strip quotes":

Screenshot 2019-02-07_12-38-18.png

Please, give it a try and let us know how it goes.

Regards,
Angélica

Kyle_Jarvis

Hi Angélica,

Thanks for your suggestion. I've just taken a look and we already have that setting switched on

Attached is a screenshot of the one I've just done

Thanks,

Kyle

Angélica Luz

Hi Kyle,

There are more three settings that may affect it: field renderer, HTML email parsing and Default outgoing email format.

Field renderer must be "Wiki style renderer":
Go to Project settings > Fields > > Search for "Comment" > Renderers > Wiki style renderer > Update.

HTML email parsing:
Jira settings > Products > Email requests > Enable HTML email parsing (must be enable).

Default outgoing email format:
Jira settings > System > Default user preferences > Default outgoing email format (must be HTML).

Please, check the settings above and let us know if it works.

Regards,
Angélica

Kyle_Jarvis

Hi Angélica,

Thank you for coming back again.

I've checked the Comment render and it's set to Wiki style renderer.

We've also got HTML email parsing already enabled.

The default outgoing email format is already set to HTML.

We have mimecast in place and all emails pass through that. We're looking into that as a possible reason. Do you have any experience of spam filtering software doing something like this with Jira?

Thank you,
Kyle

Bhargava Gali

I have used other service desk products and none of them has this cluttered view of email signatures as JIRA Service Desk.

Gareth Boulter

Has there been any update on this? The issue still persists after trying the listed steps. What 3rd party app is capable of removing these quotes/threads ?

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