How do I use email handlers to strip out the comment only from an emailed reply?

[Deleted user]

When a reporter replies to a Jira Software email notification, the entire email and original notification is added to the ticket as a comment.

Is it possible to strip out the new comment only so that the notification and everything else under the quoted email is ignored (and not duplicated).

I've been reading the help but can't figure out what I need to change in the setup below.

Mail Handlers

The table below shows the mail handlers currently configured for Jira.

Handler Name / Type	Server	Project	Issue Type	Properties
Comments from emails Cloud Email Handler	Default Cloud Mail Server	[blank]	[blank]	Bulk: ignore Create Users: false Strip Quotes: true senderEmail: no-reply@ourjira.atlassian.net
Create issues or comments Create a new issue or add a comment to an existing issue	Default Cloud Mail Server	Project Name	Task	Bulk: ignore CC Assignee: true CC Watchers: false Create Users: false Notify Users: true Strip Quotes: true

Thanks

[Petter Gonçalves · Accepted solution]

Hello @[deleted]

Sorry to hear you are facing this problem.

Checking your E-mail handler settings, It seems to be properly configured to skip the previous notification content from the comment added (Strip Quotes = True).

That being said, please follow the steps below so we can better troubleshoot the issue:

1 - Is this problem happening when a default software user adds the comment or is it happening for JIRA Service Desk customers? If you are using Service Desk, check under Jira settings > Products > Email requests if the Strip Quotes option is flagged.

2 - Can you please confirm if the commenter is using an Outlook e-mail account to add the comments? As you can see in the feature request below, Outlook has a feature that you can select NonQuotedCommentHandler and CreateOrCommentHandler, causing the "old" messages to don't be stripped out:

Better support for reply emails from Outlook by mail handlers

if you are facing this scenario, the workaround available would be to change the configuration of each Outlook client like described in this Documentation or use a different client to use JIRA. Also, feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Let me know if this information helps.

[Tetyana SAVENKO]

hi @Petter Gonçalves 

I have a similar issue where incoming messages are failing due to the comment being too long.

I've confirmed that "strip quotes" is enabled, but it appears that the entire email message is being put into the comment which results in a failure.

Are there any other recommendations you might have?

Thank you!