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Bug
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Resolution: Fixed
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Low
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22
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Severity 3 - Minor
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2
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Summary
Customer has specified a Mail Handler to Add a comment before a specified marker or separator in the email body however the Split Regex is not being used.
Environment
- 7.0.0-OD-04
Steps to Reproduce
- Create a New Mail Handler using the option Add a comment before a specified marker or separator in the email body
- Specify a Split Regex Expression /From: |___.|On .wrote:|----Orig.|On .(JIRA).|.(JIRA).*wrote:/
- When messages from Outlook are received, the message is not split and show the Old/Quoted Replies
- Also note, if a value is added to the message which would match the Regex Expression, it is not split at that point.
Expected Results
Message is Split
Actual Results
If a message is sent that matches the Regex Expression, the quoted text is not removed before the comment is added.
Testing the Regex Expression:
We see that the strings match.
Replied to a JIRA message which contains one of the strings however the text after the string is added as a comment:
Notes
(Optional - If Necessary)
Workaround
None
- is related to
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JSDCLOUD-837 As an admin I want the ability to configure the regex used by the Service Desk mail handler
- Future Consideration
[JRACLOUD-65977] Mail Handlers Not Splitting Messages with Regex
Simon Thériault
added a comment - I had a similar problem when i was using regex /From: / and it wasn't working even though the word From: was clearly present in the text.
I looked at the hmtl mail and realized that the mail did not use a space character but a nbsp(non breaking space) which i'm guessing was causing issues with the regex filter.
I changed the regex to /From:./ and it was working after that.
Simon Thériault
added a comment - I had a similar problem when i was using regex /From: / and it wasn't working even though the word From: was clearly present in the text.
I looked at the hmtl mail and realized that the mail did not use a space character but a nbsp(non breaking space) which i'm guessing was causing issues with the regex filter.
I changed the regex to /From:./ and it was working after that. 
Deleted Account (Inactive)
added a comment - I reported this as an issue, hoping that somehow my use case had a workaround/solution, but apparently not. Basically, I'm looking to split the message before the email signature pollutes the comment with excess. Unfortunately, the split regex expression doesn't work on the most basic of tasks, matching a vanilla string: "Regards"
I'm going to play with the regex string a bit more, but am not optimistic.
Deleted Account (Inactive)
added a comment - I reported this as an issue, hoping that somehow my use case had a workaround/solution, but apparently not. Basically, I'm looking to split the message before the email signature pollutes the comment with excess. Unfortunately, the split regex expression doesn't work on the most basic of tasks, matching a vanilla string: "Regards"
I'm going to play with the regex string a bit more, but am not optimistic. Alexey's solution work in thunderbird. Thanks Alexey!
Jonathan Donley
That just looks like invalid regex because the dots are requiring a single character instead of any number of characters. Shouldn't every dot in the regex be followed by an asterisk, like this?
/From: |___.*|On .*wrote:|----Orig.*|On .*(JIRA).*|.*(JIRA).*wrote:/
Tested and works for me.
Facing the same issue! Communication with our clients is a mess! Since with the reply we send all history of the comments every next reply doubles the text. Several times we even have reached the text limit in incoming emails. It make the tool totally unusable.
Just don't how come this issue has not been fixed since 2015.
Any update on this one? This is a very serious issue as it renders one of the channels for recieving issues unsuable! How come priority on this is set to LOW?!
We experience this as well. It renders recieving email requests almost unusable since after a while the comments in an issue turn into a mess, because every customer reply contains ALL the previous comments and thus becomes almost impossible to read.
added Comment