How can I change settings regarding images in Jira SD

Question

Within our company, we recently started using Jira SD. Now i see some things that aren't going as i expected. One thing being images embedded in the original message from our customers.

Some customers use an email signature with images, that also include links.

When I open the ticket, the images are included within the text, but also added as attachment. Although this not being 100% what i want, this isn't my main concern.

The images are also added in a separate comment. This is NOT what i want at all, because this makes the ticket longer, and the images are also included in the portal of the user who created the ticket. This looks really weird and also unprofessional in my opinion.

Besides that, the links of the images are put in the description separate from the images as an URL, which can make the description really long.

Is there a way I can tell Jira SD to not put images in an extra comment and to not put the link as a separate URL?

I just want to see the message as they are sent to us.

Ralph Man · Answer

Hi Angélica,

Thanks for your answer. I don't actually need to remove an email signature from the received email. The problem I am facing is that the images, not only from the signature, but also from the mail itself, are placed in a separate comment without any text. This comment is "created" by the reporter and also shows in the customers portal.

I don't need to remove any images from the original message or from the attachments (although a little bit annoying). Only the extra comment shouldn't be created. Because not only signature images are placed in a separate comment, also images pasted in the body of the email are pasted there.

Angélica Luz · Answer

Hi Ralph,

This issue was reported some years ago as a bug, but then it was closed as "Won't fix" because it's an expected behaviour due to the way that the vendors' signatures are embedded on the message body.
Unfortunately, we can't prevent the attachments from getting attached to the ticket. Please check the comment by Chouong in the bug below:
- https://jira.atlassian.com/browse/JSDCLOUD-1569
As a workaround you can use the add-on Enterprise Email Handler for Jira (JEMH) that has the option to remove the emails' signature. You can follow the steps provided on their documentation: Remove Signature Text and Images.

Hope this helps!

Regards,
Angélica