Problem

Aviantiscai

Hello Atlassian Support,

We are experiencing an issue with incoming email processing in our Jira Service Management Cloud project.

Project: Helpdesk - Aviantiscai
Jira site: aviantiscai-it.atlassian.net
Incoming email address: helpdesk@aviantiscai.com
Jira project email address: support@aviantiscai-it.atlassian.net
Affected issue: AS-139

Issue description

When a customer replies to an email notification generated by Jira, Jira imports the entire email content into the ticket comment, including:

• The customer's new reply.
• The customer's email signature.
• The separator line consisting of repeated = characters.
• The complete quoted history of previous email communications.
• Previous Jira notifications and message headers.

We need Jira to import only the customer's new reply, excluding the signature and all quoted previous messages.

Expected behaviour

1. Incoming customer replies must contain only the newly written message in the Jira ticket comment.
2. Email signatures and quoted previous conversations must not be imported into the comment.
3. Outgoing email notifications must continue to include the complete history of public communications.
4. Internal comments must never be sent to customers.

Configuration and tests already performed

We have already:

• Enabled the global Strip quotes / Remove quotes setting.
• Checked the email signature handling settings.
• Tested custom signature detection without success.
• Confirmed that the email channel configuration test reports no configuration problems.
• Implemented and tested a Jira Automation rule to update incoming comments through the Jira REST API.
• Confirmed that the REST API request is accepted, but the imported comment still contains the complete quoted email history.

The issue therefore remains unresolved.

Questions

We would appreciate your assistance with the following:

1. Why does the Jira Service Management Cloud email handler continue importing quoted email history when Strip quotes is enabled?
2. Is there a supported way to configure a custom quote separator, such as a line containing 70 = characters?
3. Can incoming email content be cleaned before Jira creates the ticket comment?
4. Is there a recommended and supported solution that does not interfere with outgoing email notifications?

This distinction is essential for our workflow: customers must receive the complete communication history, while Jira must store only the new text submitted in their replies.

Please provide a concrete configuration or supported implementation for Jira Service Management Cloud.

Thank you for your assistance.

Best regards,
Aviantiscai Helpdesk Team

Arkadiusz Wroblewski

Hi @Aviantiscai ,

You've already covered the usual configuration checks.🧙‍♂️

One limitation: JSM Cloud doesn't support custom quote-stripping patterns. This is tracked under JSDCLOUD-2356.

There's also a previously fixed bug, JSDCLOUD-8134, with similar symptoms involving formatted email signatures.

Could you check a couple of things?
In Channels & self service → Email → Processing log, download the original message and check whether the separator appears in the HTML or plain-text version. Does the same thing happen when you reply to a simple plain-text email without a signature?

Signature detection only hides signatures in Jira; it doesn't remove them from comments. Please open an Atlassian Support ticket, include the sanitized file, and reference AS-139. Support can investigate why quote stripping isn’t recognizing the incoming message.

Cheers,

Arek🤠🧙‍♂️