We are using Jira Service Management Cloud with customer notifications enabled.
When a public comment is added to a request, Jira sends an email notification to the customers involved. Customers can reply directly to that email, and their replies are correctly added to the request as public comments.
However, we are experiencing a problem with HTML email signatures.
Many customers use signatures containing embedded images, such as:
company logos;
social media icons;
certification badges;
decorative graphics.
When a customer replies to a Jira notification, these embedded images are imported as attachments and added to the request.
If the customer replies several times, the same signature images are attached again with every message. After only a few exchanges, the request may contain numerous copies of the same logos and icons.
These attachments provide no useful information and create several problems:
they make the attachment list difficult to navigate;
they make it harder to identify files intentionally sent by the customer;
they add unnecessary clutter to the request;
over time, they may contribute to avoidable storage consumption.
We would like to understand whether Jira Service Management Cloud can be configured to:
ignore images embedded in email signatures;
distinguish actual attachments from inline images identified through Content-ID, inline disposition or other email metadata;
prevent the same attachment from being added repeatedly to the same request;
automatically remove signature images without deleting screenshots or other images intentionally sent by the customer;
process incoming customer replies as plain text;
filter incoming HTML content or embedded images through an automation rule.
We are also considering sending customer notifications in plain-text format. Would this affect only the outgoing notifications generated by Jira, or could it also reduce the number of inline images imported from incoming replies?
More generally:
Is there a native Jira Service Management setting for filtering embedded email images?
Can Jira recognise images belonging to an email signature?
Is attachment deduplication supported?
Could this be handled through Jira automation?
Are there Marketplace applications that address this issue?
Is there an existing Atlassian suggestion, bug report or feature request concerning this behaviour?
The issue appears to concern the standard email channel and customer notifications in Jira Service Management Cloud.
Any guidance, workaround or reference to an existing Atlassian ticket would be appreciated.
