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  1. Jira Cloud
  2. JRACLOUD-14543

Better support for reply emails from Outlook by mailhandlers


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      3rd March 2022

      Hello! My name is Sushant Koshy and I am a Product Manager in the Jira Service Management team in Atlassian.

      Thank you for your patience and feedback on this ticket. We are in the process of rolling out a few updates which will improve the handling of replies sent via Outlook. As part of these updates, we are improving the stripping of Email replies. We are looking for participants for an early access program for these improvements. If you would like to participate, please reach out to me at skoshy@atlassian.com.

      Looking forward to your responses.


      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:

            d0d1ba410583 Sushant Koshy
            bdziedzic Bogdan Dziedzic [Atlassian]
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