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  1. Jira Cloud
  2. JRACLOUD-14543

Better support for reply emails from Outlook by mailhandlers



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      Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.


      NOTE: This suggestion is for JIRA Cloud. Using JIRA Server? See the corresponding suggestion.

      22nd December 2015

      Hi all,

      Thanks for participating in this issue, either by voting, commented or just watching. We highly value your feedback in all forms, and through suggestions in jira.atlassian.com is not different. We use this channel often to learn the best we can with how customers use JIRA and how we can continue to improve the experience for as many users as possible.

      We have revisited this issue again recently and wanted to reiterate that there are still currently no plans to implement this suggestion, and it is not currently on any JIRA team’s roadmap at this stage. That said, we'll be investigating improving our emails and notifications in the future, so please keep an eye out for these changes when we find an opportunity to prioritise this.

      Please remember that jira.atlassian.com is one of many inputs for the JIRA roadmap. You can learn more about our process here.

      I understand that our decision may be disappointing. Please don't hesitate to contact me if you have any questions.

      Kerrod Williams
      Kerrod (dot) Williams (at) atlassian (dot) com
      Product Manager, JIRA


      If one replies to JIRA message from Outlook to JIRA configured with NonQuotedCommentHandler and CreateOrCommentHandler the "old" message is not striped out.

      The html source code for the reply message around the end of the reply and the original message looks like:

      <br>Cell:966.456.452</span><span style="font-size: 11pt; color: rgb(31, 73, 125); font-family: 'Calibri','sans-serif';"><o:p></o:p></span></p>
      <div style="border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; border-width: 1pt medium medium; padding: 3pt 0in 0in;">
      <p class="MsoNormal"><b><span style="font-size: 10pt; font-family: 'Tahoma','sans-serif';">From:</span></b>
      <span style="font-size: 10pt; font-family: 'Tahoma','sans-serif';"> James Bond (JIRA) [mailto:agent007@mi5.gov.uk] <br><b>

      Outlook doesn't indicate/separate the "old content" from the reply message in any way that would allow us to program JIRA to recognize and process the message.
      For e.g. the blue line which in this case is separating the content, can be used for other purposes too. So, we can't use it to trim the content base on it.

      For references this is a screenshot of the reply email sent from Outlook.

      Currently known work arounds that might work in some cases are:


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              jdcruz Jason D Cruz
              bdziedzic Bogdan Dziedzic [Atlassian]
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