We are using the email channel to create requests in JIRA service desk. We are also adding comments to requests by replying to notification emails. When replying, all the mail history is added to the comment. Is there a way to prevent this behaviour, from JIRA/service desk side, since the history includes the notification from JIRA.
When configuring your mail handler there's a section "Split regex" we use to try to exclude the email history that is often included on replies. Often, about 98% of the time it works. Here's what I'm currently using, I'm also interested in what others use for this situation.
/[^\n]*From: *|___.*|On .*wrote:|-----Orig.*|On .*(JIRA).*|CONFIDENTIALITY\: This e\-mail.*/
You can refer to this ticket here https://jira.atlassian.com/browse/JSD-1477,
JIRA Service Desk mail handler's configuration is different from normal JIRA mail handler.
I will add a non-public link to this support case, but I would like to encourage you to cast a vote on that issue and share your use-case within the comments, as that has way more impact on our product development than most other efforts. Also add it to your watch list to get notified once it is implemented in a future version.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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