Text missing from a comment when commented via email - JSD

Question

Hi,

When a customer replies on the notification email the email seems to be processed correctly according what we see under the Email tab in the view issues screen. But under the Comments tab we see that just the part of the comment is added not the entire comment. It seems that the comment is ended when the mail has a bold font on a part of the text.

We are using Split Regex:
/-+\s*Original Message\s*-+/
/From: |___.|On .wrote:|----Orig.|On .(JIRA)./

Any ideas why this is happening?

Thanks and Regards!

Henri Virtanen_ · Answer

Hi,

we also noticed this same problem. Before replying to our SD mail, our customer had some internal email messaging and the final reply to our mail left the internal comment out from the issue comment that was generated. See below.

-----Customer email reply to our service desk address-----

Hi,

"Reply to our sd mail from person 1 here"

[]
From: Customer person 2, DPF
Sent: maanantai 9. huhtikuuta 2018 9.50
To: Customer person 1, DPF

-----this is where the email handler comment ended, all below was left out from the comment-----
Subject: xxx

"Customer internal response text here from person 2 to person 1"

From: Customer person 1, DPF
Sent: 09. huhtikuuta 2018 8:10
To: Customer person 2, DPF
Subject: xxx

"Internal question from person 1 to person 2."

From: SD person 1[[ +support@xxxx.fi+|mailto:support@xxxx.fi]]
Sent: torstai 5. huhtikuuta 2018 13.12
To: Customer person 1, DPF
Subject: xxx

----------
reply above this line

Bojana Vasic · Answer

Hi @Ivan Tovbin,

We are using "Email this issue" add-on (https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue/cloud/overview) where we are using Split Regex:
/-+\s*Original Message\s*-+/
/From: |___.|On .wrote:|----Orig.|On .

Maybe this clarifies?

Many thanks for answering!

Ivan Tovbin · Answer

Hi Bojana,

JSD has its own mail handler (mail processor). You can't really configure it to use a custom regex to split text from incoming emails.

The mail handler you have configured is for Jira, not JSD, that's why your JSD emails are not affected by it. You can't configure a custom mail handler for JSD, not without add-ons at least.

More info here.