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  1. Jira Data Center
  2. JRASERVER-14543

Better support for reply emails from Outlook by mail handlers

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      Atlassian Update – 7 February 2020

      Hi everyone,

      In the last update we recommended switching to the mail handlers which use regular expressions to get rid of unwanted content such as email footers or signatures. We also announced deprecating the two email handlers which are not using regex.

      Since then, we’ve received important feedback on our deprecation statement and, as a result, we decided to revert it.

      We will not be deprecating the two mail handlers and instead will work on adding regular expression to the existing handlers to help admins manage the unwanted content added to Jira issues via email.

      Thank you for sharing with us via Atlassian support team the reasons why, in some cases, it’s not possible to switch to the recommended mail handlers. As stated above, the Atlassian team will keep all handlers in Jira. We also plan for all handlers to use regex. Meanwhile, we will change the in-product deprecation warnings in the upcoming versions of Jira.

      I am re-opening this issue and will communicate progress in the upcoming weeks.

      Katarzyna Derenda

      Product Manager, Jira Server and Data Center

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      Atlassian Update – 7 February 2020 Hi everyone, In the last update we recommended switching to the mail handlers which use regular expressions to get rid of unwanted content such as email footers or signatures. We also announced deprecating the two email handlers which are not using regex. Since then, we’ve received important feedback on our deprecation statement and, as a result, we decided to revert it. We will not be deprecating the two mail handlers and instead will work on adding regular expression to the existing handlers to help admins manage the unwanted content added to Jira issues via email. Thank you for sharing with us via Atlassian support team the reasons why, in some cases, it’s not possible to switch to the recommended mail handlers. As stated above, the Atlassian team will keep all handlers in Jira. We also plan for all handlers to use regex. Meanwhile, we will change the in-product deprecation warnings in the upcoming versions of Jira. I am re-opening this issue and will communicate progress in the upcoming weeks. Katarzyna Derenda Product Manager, Jira Server and Data Center
    • We collect Jira feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

       

      If one replys 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>
<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:

      • Remove manually the remaining text
      • Create 1 mail server and mail handler for the “New” incoming emails and a second mail server and mail handler for “Reply” emails. Each mail server has it’s own separate email address, so you can get rid of the entire email thread.
      • customise mail temples in JIRA to include a line that will help JIRA trim messages e.g. _---- Original Message ---- _ and specify it atlassian-jira/WEB-INF/classes/outlook-email.translations . Note, it will not trim whole message but every thing below this line and it will need to be moved to a new JIRA if you upgrade in the future.
      • Use one of the methods documented here: https://confluence.atlassian.com/jirakb/remove-previous-content-from-incoming-email-from-jira-server-in-microsoft-outlook-223218415.html 
      • Stop to use this client

        1. OutlookReply.jpg
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          Bogdan Dziedzic [Atlassian]
        2. screenshot-1.png
          267 kB
          Diego Baeza

              mprzepiora@atlassian.com Mac Przepiora (Inactive)
              bdziedzic Bogdan Dziedzic [Atlassian]
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                Created:
                Updated: