Need Help with Mail Handlers!!!

[Angie Affolter]

We have a mail handler setup that takes incoming emails and creates issues for a new subject and adds a comment for an existing issue. 

It's been "working" for a long time, HOWEVER, when folks reply to the email notification from Jira, the comment that is added includes their new text as well as everything underneath it.  

We've tried every option (except ScriptRunner) we can't seem to strip out the junk.   Some of the ones that should work, like the two that start with "add a comment" don't add new issues.  

Has anyone solved this?  Will ScriptRunner do the trick?  Does anyone have a script that would a) add a new issue for new subjects and b) add just the new text for existing issues?

We've been working with Jira and will reach out to Adaptavist but if someone has the answer please share!!  THANK YOU!!

[Pramodh M]

Hi @Angie Affolter 

The Mail Handler type is correct

The solution is to remove quoted text!!

Strip Quotes: true

Have you tried this option?

[Angie Affolter]

Yes, that was the last thing we tried: 

• Bulk: forward
• CC Assignee: false
• CC Watchers: false
• Create Users: false
• Default Reporter: jiraadmin
• Forward Email: angie.affolter@sierra-cedar.com
• Notify Users: false
• Strip Quotes: true