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JSM no long stripping quotes from email replies for Comments

Kathy Hart

In the past week, I have encountered an issue on 2 different JSM Cloud instances where email replies to JSM tickets did not strip off the "below the line" section of the reply when adding the comment to a ticket. The example below is from a free instance of JSM, but I have also seen this happen in a client's premium instance.

The "Strip Quotes" control is enabled on both Jira instances. Did something change? Did Atlassian add a new control that pertains to JSM specifically? If so, I cannot find it.

Screenshot 2024-02-02 at 4.07.49 PM.png

Accepted answers

Joseph Chung Yin

@Kathy Hart -

Hi Kathy:

I am not aware of anything changed in the JSM env (regardless free or fee based subscription) where it can cause the issue that you are describing. I would recommend that you review your site's configuration setup for email handler process - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ (especially the "Custom mail handler options" section) again.

If everything looks correct, then you may want to reach out Atlassian Support (https://support.atlassian.com) for further assistance on why you are seeing your issue in both free and paid subscription sites.

Lastly, can you reproduce the issue at will and it is happening to all email replies on notifications?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Kathy Hart -

Hi Kathy:

Lastly, can you reproduce the issue at will and it is happening to all email replies on notifications?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Kathy Hart

Turns out to be an issue caused by the clients ms email handling process. It is stripping out the "Reply above this line" section of the emails, so Jira has no indication of what to keep and what to strip.

Thanks

Danielle Alota_1if7m8

Hi Kathy,

I'm experiencing this issue as well. Can I please ask what your client did to resolve this issue?

It's a little frustrating to have 10 email signatures with images in the comment section.

Cheers,
Danielle

Kathy Hart

It does not appear to have been resolved for them. I agree, very annoying.

They are a Microsoft shop, so are using Outlook, but I'm not sure what the root cause is.

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