Customer signatures when leaking into customer notifications

Question

Hi there. A customer creates a request via email (Mail-to-Ticket). Their Outlook signature (HTML, inline images) is imported correctly into the issue Description (agent view and customer porta)l.

However, as customer notifications are set up to include the Description field, the signature is not rendered properly: wiki/markup tokens (e.g., {color...}) and inline image references show up as raw text (e.g., !image001.png|thumbnail!) instead of formatting/images.

What I already checked:

-Wiki Style Renderer is already the only/default renderer now, so switching renderers Wiki (as suggested in older guides) is basically already done

-JSM "email signature hiding" behaves inconsistently: in one test request (from Gmail) the signature is detected and collapsed/hidden, while in another request (the one from Outlook) the signature is not detected and therefore leaks into customer notifications.

Any idea on how to reliably remove the signurare (here also from outlook) OR display the signature correctly in customer notifications?

Tomislav Tobijas · Accepted Answer

Hi @Harald Heinz ,

Question - Which signature detection method are you using? There's this article displaying both options: Hide email signatures from the work item view and portals

From what I've read, people tend to lean toward custom detection to target specific elements of the signature (though that might not cover all cases). 👀

There's also this option you could check to see how it is configured on your site: Choose HTML or plain text for customer notifications

Now, when it comes to rendering, you could probably use automation to convert wiki markup to HTML > there are these examples: Convert wiki markup to HTML or plain text in Jira automation

Again, generally speaking, it's usually a struggle to configure this part and handle email signatures 😕

Cheers,
Tobi

Arkadiusz Wroblewski · Accepted Answer

Hello @Harald Heinz

JSM Cloud can hide email signatures, but Atlassian only says it detects most signatures, not all of them. So Outlook signatures getting through is unfortunately possible as you already stated.

https://support.atlassian.com/jira-service-management-cloud/docs/hide-email-signatures-in-the-issue-view-and-portals/

This KB Article explain it pretty precise.

What I would try is:

- add custom signature detection rules for the Outlook signature markers you commonly see
- check whether the customer notification is going out as plain text or HTML
- if the built-in notification still includes too much raw content, use automation and send {{issue.description.text}} instead of the raw description field