Service Desk: attachements in email

Simon G_ July 1, 2015

Hi!

I'm using JIRA Service Desk using response by mail. Here is an example:

  • My customer create a ticket
  • My support team receive a notification for this new ticket
  • My support team respond to the notification mail
  • The response is registered and the customer notified.

Fine! But problem, when I respond to a notification, the following images, included in the notification email, aren't dropped with the notification to keep only the new response, but are included in ticket attachement: 1.png2.png3.png

Each time there is a new response these images are duplicated on service desk and appears as broken image in the notification email sent to my customer.

What can I do for that?

3 answers

0 votes
molly park July 2, 2015

I haven't been able to figure it out myself since I don't have access to the email templates on our server.  I would try to find other similar tickets and ask for help.  It seems some people have figured this out.

0 votes
Simon G_ July 1, 2015

Hi Molly,

I have tried to insert the following line before my signature:

<span style="display:none">---- Original Message ----</span>

So everything under this line is trimmed, except the images (so images of my signature, and images included in the notification on which I respond).

I have found this note dealing about outlook and service desk: https://confluence.atlassian.com/display/JIRAKB/How+to+Strip+the+Old+Reply+Data+from+Incoming+Email+When+Using+Outlook

Is that What I should do? I'm not sure because it said that "Customisations to Velocity templates or other JIRA files are not included in the scope of Atlassian Support."

0 votes
molly park July 1, 2015

JIRA recommends using custom email templates that truncate the message.

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events