Hi Atlassian Community, I'm currently facing an issue with the Email This Issue (ETI) plugin in Jira Service Management, and despite multiple attempts to resolve it, I haven’t found a working solution.
The Problem: When users reply to email notifications generated by the ETI plugin, the system adds the entire email thread (including quoted/old content) as a new comment on the Jira ticket. This behaviour clutters the comments section with redundant information, making it difficult to track the actual responses.
I’ve followed the documentation provided by the ETI team, including the instructions outlined here, but it hasn’t worked for my setup. Specifically, the following attempts have failed:
- Using the "Please reply above this line" Delimiter:
- I updated the email templates to include this delimiter and configured the split regex accordingly (e.g., /--Please reply above this line--/). However, the plugin still fails to strip old email content and includes the entire thread in the comment.
- Regular Expression Customization:
- I’ve experimented with various regex patterns to match the headers or reply markers used by different email clients (e.g., "On [date], [name] wrote:" or "From:"). Despite multiple iterations, none of these regex patterns have successfully stripped the old content.
- Testing with Different Email Clients:
- I’ve tested replies from Gmail, Outlook, and other clients to identify formatting differences, but no consistent solution has worked across all platforms.
- The Impact: This issue is causing significant challenges for our team:
- Comments are cluttered with unnecessary text, making it hard to identify the actual responses.
- Executive leadership is concerned about the inefficiency, and they’re even considering switching to a different platform like Zendesk if the issue isn’t resolved.
- What I Need: I’m reaching out to see if anyone in the Atlassian Community has successfully configured ETI to:
- Strip old email content from replies
- Ensure that only the new comment appears in the Jira ticket.
- If you’ve encountered this issue and found a solution, could you please share:
- Your regex patterns, mail handler configurations, or template setups?
- Any additional steps or insights that might help resolve this?
Your guidance would be invaluable, and I’d greatly appreciate any advice or tips to troubleshoot further. Thank you in advance for your help!
