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Jira is not stripping our prior replies from HTML emails from Outlook clients

Kelly Schoenhofen Nov 05, 2012

Jira isn't stripping out prior replies on emails that come from users using Outlook & HTML email format. Your page here:

gives some guidelines that don't work with HTML emails, only plaintext emails. One of the commentors suggested /From:*/ but that cuts off replies from the first From, as colon isn't apparently counted as wordspace in a regex expression. What is your best solution to solve this?

4 answers

1 accepted

1 vote
Answer accepted
Kelly Schoenhofen Nov 13, 2012

The best I can come up with for both Outlook emails and external emails is this regex:

Split Regex: /From: |> /

That looks for either "From " (with a space) and "> " with a space. It is correctly snipping off prior bits 95% of the time; we don't have alot of people that intersperse quotes with comments either. It's just going to have to be a learned behavior. I think intelligent email parsing is a gap in Jira (5.1 or greater) at the moment.

Edit April 16th, 2013.

We have a handful of users using the Mail program in Windows 8, and Microsoft had to once again reinvent the wheel with their quote standard. This should catch Windows 8 Mail replies along with a handful of other clients:

Split Regex: /From: |> |Sent from Windows Mail|---Original Message---/

1 vote
Marcus Silveira Atlassian Team Nov 06, 2012

Hi Kelly,

I believe you can remove the quotes from your Outlook emails with the following:

Use "Create or Comment Handler" with Strip Quotes enabled;

Edit the file "outlook-email.translations" located at JIRA-INSTALL/atlassian-jira/WEB-INF/classes and add "From:" at a new line (without the quotes);

This should tell JIRA that From: is also a mark os quoted content.

Hope this helps,


Kelly Schoenhofen Nov 07, 2012

I intend on keeping Jira up to date, so solutions that involve editing internal Jira files are least desirable to me. I accomplished what should be almost as good with:

/From: /

In the handler. The handler settings should be saved in Jira's DB, so next upgrade there is nothing to migrate or recreate.

I tried a couple varieties like anchoring it, i.e. /^From:*/, but apparently the regex engine Jira uses reads the entire email as a single string, so it failed to match since a legitimate email wouldn’t start with From:. You’d have to get a linefeed search in there as well, which I cannot do (my ship has broken on the shoals of regex).


Andy Brook (DEV) Nov 07, 2012

JEMH allows the dynamic modification of regexps without JIRA tweaks or restarts.

srinivasp Feb 19, 2013

When we reply from mobile, it is still adding a some extra content. How can that be controlled?


0 votes
Mirek Community Leader Apr 15, 2013

Hi Kelly,

I had exactly the same problem.. You can check also my regex

Best Regards,


0 votes
Markus Zimmermann Jan 21, 2014

Looks like a lot of people have the same problems with incoming mails. I made a small script which can trim text and html content and also remove referenced attachments of the trimmed content.

Please have a look

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