Using automation to truncate comment body to remove email history

Heather Hanchett

For many customers (using Outlook), we get the entire message history when they reply to our custom emails coming from JSM. Those custom emails have all of the current ticket comments included. This is causing the JSM UI ticket comments to be quite long and difficult for our Support people to read through. 

 

I'd like to add an automation for when comments come in on an emailed ticket to remove anything starting with "From: no-reply@automation.atlassian.com" as we don't need the ticket history duplicated in each comment, but I'm not finding anything online about how to truncate a comment using Jira Automation. 

 

Any help would be greatly appreciated! 

Alex Koxaras -Relational-

Hi @Heather Hanchett 

You can use the substringBefore smart value to get the values you want https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#substringBefore-String-separator-

So you could use something like the following:

{{issue.description.substringBefore"From: no-reply@automation.atlassian.com")}}