exclude email signature bloat from tickets

[Adam Saunders]

We get emails come through to our service desk with social media links in email signatures.  These get stored in the ticket as:

<fullsize image>

<4 lines of link text>

...... x6

<image>

<link>

<additional blerbage at the end of emails relating to "we love trees, don't print this" or "we acknowledge ...">

While not functionally stopping us from working, it just adds bloat and additional scrolling when trying to determine someone's issue.  Especially when an email has bounced internally a few times before getting to the service desk.

Is there a way to tell the system through some automated task to discard known parts of an email?

Thanks

[Markus · Accepted solution]

Hi Adam,

Here's the FR that's open with Atlassian to have this implemented. 
https://jira.atlassian.com/browse/JSDCLOUD-5878?error=login_required&error_description=Login+required&state=68d6e559-77eb-40fe-b2c4-d183e8f725a7

Automation for Jira may be of assistance until this has been implemented. It would have to be a retrospective task after the ticket is created. It wouldn't be able to sit between the email coming in and a ticket being created. 
After the ticket is created Automation for Jira could run a series of regex expressions to identity and remove the signature content by leveraging Smart Values.

Cheers,
Mark

[Adam Saunders]

Thanks Mark..  I'll take a look at that in the interim..

[Ben Wilbers]

Mark, please provide a sample automation workaround.

[Markus]

Hi @Ben Wilbers ,

The automation for Jira smart value I was referencing above is https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#remove-String-remove- . 

A level of repetition would be needed in email signatures to detect what to remove. E.G if it was an internal ticketing system and everyone's signatures were enforced to a certain standard one could use this.

Cheers,
Mark

[John G]

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