When processing an email response to a ticket, the entire body of the response gets included in the comment instead of just the response (see below).
This talks about making a customer response with the ability to filter out the body. I don't appear to be able to edit the Service Desk Email Handler. Note, I am using the cloud version of the service desk and JIRA.
Is it possible to filter out the email response body on service desk emails?
Hi Dan, Yes this is scheduled for this coming Thursday, March 12at at 12:30pm. From: Daniel Sent: Monday, March 09, 2015 4:29 PM To: Mika Subject: [JIRA]  Intall PDF Expert onto device #53 ISPSD-55 Status of the request "Intall PDF Expert onto device #53" with key ISPSD-55 has been changed... - Account Support<https://.atlassian.net/servicedesk/customer/portal/2> Reference: ISPSD-55<https://.atlassian.net/servicedesk/customer/portal/2/ISPSD-55> Intall PDF Expert onto device #53<https://.atlassian.net/servicedesk/customer/portal/2/ISPSD-55> Waiting for Support Status changed to Waiting for Scheduling Today 4:28 PM You can view the full request<https://.atlassian.net/servicedesk/customer/portal/2/ISPSD-55> Previous activity Status changed to Waiting for Support Today 4:28 PM Daniel Today 4:27 PM I should have added this request apart of the original PDF Expert 5 install request. This is notification that I am associating this call to the original request. Daniel Today 3:12 PM Mika, Yes I can be there on Thursday, March 12 @ 12:30 pm to install PDF Expert 5 onto Richard iPad #53. Best Regards, Dan Details Company Description On Thursday, March 12th at 12:30pm, install PDF Expert 5 onto device #53. People involved in this request https://.atlassian.net/secure/useravatar?size=small&avatarId=10122 Creator https://.atlassian.net/secure/useravatar?size=small&avatarId=10122 https://.atlassian.net/secure/useravatar?size=small&avatarId=10122 This message is automatically generated by JIRA Service Desk. If you think it was sent incorrectly, please contact your JIRA administrators. For more information on JIRA Service Desk, see: http://www.atlassian.com/software/jira/service-desk
The problem with that is it's usually the customer that responds by email. And they just hit reply, so everything that was already said gets included in the ticket, again. So it's left to the agents to keep deleting the repeated bit. This is tedious.
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