Text missing from a comment when commented via email - JSD

Hi,

When a customer replies on the notification email the email seems to be processed correctly according what we see under the Email tab in the view issues screen. But under the Comments tab we see that just the part of the comment is added not the entire comment. It seems that the comment is ended when the mail has a bold font on a part of the text. 

We are using Split Regex:
/-+\s*Original Message\s*-+/
/From: |___.|On .wrote:|----Orig.|On .(JIRA)./

Any ideas why this is happening?

Thanks and Regards!

1 answer

0 vote
Ivan Tovbin Community Champion Jan 13, 2018

Hi Bojana,

JSD has its own mail handler (mail processor). You can't really configure it to use a custom regex to split text from incoming emails. 

The mail handler you have configured is for Jira, not JSD, that's why your JSD emails are not affected by it. You can't configure a custom mail handler for JSD, not without add-ons at least.

More info here.

Hi @Ivan Tovbin,

We are using "Email this issue" add-on (https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue/cloud/overview) where we are using Split Regex:
/-+\s*Original Message\s*-+/
/From: |___.|On .wrote:|----Orig.|On .

Maybe this clarifies? 

Many thanks for answering!

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