Jira service desk change strip/reply marker?

So we have a SD project. When stripping quoted text from email replies in the mail handler there is a line and some text hinting that you reply above the line. This is the marker which indicates everything above this is preserved and added as a comment. Everything below is stripped out as previous parts of the thread.

The question  is. Is there a way to change the marker from:

--------------

Reply above this line.

To something custom?

 

1 answer

I would like to know how to do this as well as we have some users that take that line literally (and reply between that line and the email header). Their message is ignored and we have to go to the support inbox to find out what they wrote and then copy/paste into the comments section of the ticket. Admittedly, this issue is more user training, but it would be better if we could change it to "Do not modify the text below this line when replying".

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

24,276 views 2 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you