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Enabled Strip quote option Still adding the email thread

Edited
Madhu Reddy
Madhu Reddy Dec 17, 2019

I have enabled the strip quotes in Jira Service desk configuration. 

we usually communicate through email..

Agent 1 raised a query with project mail in To address and Agent 2 in cc. Ticket got created. 

Agent 1 (Reporter) replied on the same email ( not on Jira Notification ) and it added the comment on the ticket.

Agent 2 replied on the same email ( not on Jira Notification ) and it added the comment on the ticket. But with email thread on the comment. 

Again Someone replies and same email thread is adding on the comment. Which makes users to look in between the lines and simply wasting our time.

I don't want email thread in the comment section.

 

Can anyone please help me on this regard.

 

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