Email Replies Not Truncating for Some

[Kurtis]

I'm having an issue with email replies not truncating content when a person replies to a notification. 

For example, If I add an issue comment in the portal, my boss will reply to the notification email via Outlook, and it will include everything under his reply. This includes the comment I made. 

It almost looks like the "Reply above this Line" isn't in the notification. So, the logic doesn't have anything to base the truncation on. Can anyone offer any insight on this and how I can resolve the issue? 

[leer-anofsinger]

Did you ever figure this out Kurtis?  It seems like even though our  emails have the "reply above this line" text, Jira seems to be ignoring that and its really inflating the size of our comments.

[Kurtis]

Unfortunately I have not. 

I believe this is due to poorly configured signatures. Anyone with super basic signatures configured don't have this issue. Anyone with tables and images in their signature jacks up the ticket. 

My goal is to implement a signature platform in our company that will omit the signature when the email is going to the ticket system. 

I feel like I'm playing a game of whack-a-mole if I just keep focusing on fixing signatures and Jira. 

[leer-anofsinger]

Kurtis - I started a support ticket with Atlassian.  JST-951434

[leer-anofsinger]

They said this is a known issue -  you should go here and report your business is also affected:  https://jira.atlassian.com/browse/JSDCLOUD-12256

[Kurtis]

Awesome! I joined that dogpile.

[German Rodriguez]

@Kurtis @leer-anofsinger 

I was having the same issue in my cloud instance of Jira Service Management. 

I have recently noticed that Jira is now trimming the email replies correctly even when their signatures contain images.

I haven't pin pointed the day it started working, but it's within the past week or two.

I also noticed that I now have the new search screen.
Introducing the new issue search to Jira Cloud users 

[Jeff Schuyler]

Issue still exists within our cloud instance of JSM.  That ticket that was raised by @leer-anofsinger no longer exists or is inaccessible to me.  Any assistance is greatly appreciated!

[Kurtis]

We also are still having issues with signatures being inlcuded in tickets and comments. 

[leer-anofsinger]

Oops, meant to reply to this comment thread - still seems to be affecting us as well and the workaround is a bit dodgy. I can see this issue still though today:

https://jira.atlassian.com/browse/JSDCLOUD-12256