Email responses add the entire Email thread to Jira Clould

[Kishor Mudhili]

Hello Guys,

Email updates into a ticket import the entire email chain instead of only the latest response. There needs to be an escape character in everyone’s signature telling Jira to stop importing below that point. Topdesk used “--”. The escape character should only stop the import for existing tickets. New tickets should import the entire email chain.

Regards,

Kishor Mudhili

[Jehan Bhathena]

Hi @Kishor Mudhili 

Didn't find any setting at my end for this.

There is an old thread that mentions a similar behavior https://community.atlassian.com/t5/Jira-Service-Management/How-to-remove-unnecessary-content-from-issue-comment-added-via/qaq-p/1000037#M26933. Do let us knw if following the settings mentioned in the thread helps solve your use case.

PS : https://jira.atlassian.com/browse/JSDCLOUD-2356 open ticket that maybe for your use case too

[Joseph Chung Yin]

@Kishor Mudhili -

In addition to what @Jehan Bhathena suggested, you should check on your mail handler configuration as mentioned in this KB article - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/  (i.e. section "Add a comment before a specified marker or separator in the email body" setup)

In addition regarding to stripping off the signature block of incoming email, here is an outstanding support request where you should add yourself as watcher for updates - https://jira.atlassian.com/browse/JSDCLOUD-11606

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.