Can you strip old reply data from email messages with Service Desk's email handler?

Question

We've upgraded to Service Desk 2.0.2 and began using the email submission feature. However, when users reply to the email notifications the comment in the issue includes the additional reply data such as quotes, HTML, etc. Previously we were using JIRA's regular mail handlers to handle issue creation and commenting via email and had a regex that worked to remove old reply data.

Is it possible to strip reply data when a user replies via email using the new Service Desk email submission feature?

Andrew Walters · Answer

Comments in https://jira.atlassian.com/browse/JSD-466 has good workaround advice.

Look for mentions of this file: atlassian-jira/WEB-INF/classes/outlook-email.translations

vince clark1 · Answer

Please through the service desk handlers we are unable to strip signatures on create and also to strip old comment on customer reply,,, can we have this please

Maik Lieweries · Answer

Hi,

I have the same problem with JIRA Service Desk and searched a little.

Found an open Task, which seams to handle what we need, but it is still a "todo": https://jira.atlassian.com/browse/JSD-466

Is it really not possible to strip quoted text in Service Desk Mails?

I hope I can revive this thread and we'll get some answers.

Regards

Maik