How to remove unnecessary content from issue comment added via email.

[Kyle_Jarvis]

We have the email respond to ticket feature enabled on our Jira Helpdesk, but we've noticed that when someone responds via email to the ticket, Jira will strip out all the images and replace them with the URLs. The response also includes all of the previous responses to the ticket, which makes an emailed comment very long and messy. 

Is there a setting that we have missed that can stop this happening? 

Thank you,
Kyle

[Gareth Boulter]

Has there been any update on this? The issue still persists after trying the listed steps. What 3rd party app is capable of removing these quotes/threads ?

[Bhargava Gali]

I have used other service desk products and none of them has this cluttered view of email signatures as JIRA Service Desk. 

[Angélica Luz]

Hello Kyle,

Thank you for getting in touch with Atlassian Community!
There is an option to remove the email thread when someone replies to a comment via email.
Please, go to Jira settings > Products > Email requests.
On this page, you must change the option "Strip quotes":



Please, give it a try and let us know how it goes.

Regards,
Angélica

[Kyle_Jarvis]

Hi Angélica,

Thanks for your suggestion. I've just taken a look and we already have that setting switched on

Attached is a screenshot of the one I've just done

Thanks,

Kyle

[Angélica Luz]

Hi Kyle,

There are more three settings that may affect it: field renderer, HTML email parsing and Default outgoing email format.

Field renderer must be "Wiki style renderer":
Go to Project settings > Fields >  > Search for "Comment" > Renderers > Wiki style renderer > Update.

HTML email parsing:
Jira settings > Products > Email requests > Enable HTML email parsing (must be enable).

Default outgoing email format:
Jira settings > System > Default user preferences > Default outgoing email format (must be HTML).

Please, check the settings above and let us know if it works.

Regards,
Angélica

[Kyle_Jarvis]

Hi Angélica,

Thank you for coming back again.

I've checked the Comment render and it's set to Wiki style renderer.

We've also got HTML email parsing already enabled.

The default outgoing email format is already set to HTML.

We have mimecast in place and all emails pass through that. We're looking into that as a possible reason. Do you have any experience of spam filtering software doing something like this with Jira?

Thank you,
Kyle

[Angélica Luz]

Hi Kyle,

Thanks for checking those settings.
I've talked to my teammates here and Mimecast may cause this, so if you could check this it would be great.

There is another setting that is restricted to each profile about the notification format.
Please, go to your personal settings on Jira and check if the "Email notifications format" is set to HTML as well.

Also, we would like to know what is your email client and if possible send us a screenshot of how the notification email looks like from your email client.

Regards,
Angélica

[Kyle_Jarvis]

Hi Angélica,

We added in an exception rule in mimecast for the jira email address, it seems to have worked for emails from an external domain (like gmail) but anything from us internally still has the issue. 

I can confirm that my person settings are also set to HTML.

We use Microsoft 365. 

Sure. Screenshot below
Thank you,

Kyle

[Angélica Luz]

Hi Kyle,

As it fixed for the external domains, can you please check the message format on outlook?
And related to the original messages also being added in the comment, even with the Strip Quotes enable on Jira, it can also be related to an outlook setting.

- Change the message format to HTML, Rich Text Format, or plain text
- Change how the original message appears in replies and forwards

Regards,
Angélica

[Amith Kumar]

Even I have got the same issue, I checked all the settings and are as per your recommendation, still has got the exact issue.

[Angélica Luz]

Hi Amith,

Are you using Outlook as your mail client?
Have you checked all the settings on the outlook side?
Can you test sending a test email using Gmail, for example?

Regards,
Angélica

[Amith Kumar]

Yes, I am using Outlook as the email client. this is a problem when my signature is mix of image, hyperlinks etc. It gets converted to a wierd text when it creates a jira ticket. For example attached the file

[Amith Kumar]

https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-488361

[Angélica Luz]

Thanks for sharing Amith, the support team will be able to check your instance and all the settings. I found a bug that may be related to the issue you are facing:
- https://jira.atlassian.com/browse/JRACLOUD-69971
Let's wait for the support team to check the issue to confirm what is causing this and once it's resolved, feel free to share the resolution here to help other community members that may face the same issue.

[Amith Kumar]

What I hear is that there is no fix available from Atlassian and have been recommended to use third party apps to address it. Not sure why we are asked for each and every thing to rely on external parties rather than fixing it if its a known issue?

[Jeff Allen]

Money...