We are using the buitl in Incoming mail ticket via email feature of JIRA. It creates ticket fine. when i update ticket# in subject line of email it updates the email body as comment in the ticket which is also fine.
But the issue is that whole mail body get added to ticket, each time one replies to the mail chain.
We want to implement a process which will add only latest reply from mail chain to the OnTrak ticket instead of the complete mail.
Check this KB article for some ideas on how to customise the parsing of incoming mail
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