Details
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Bug
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Resolution: Fixed
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Low
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None
Description
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
The custom templates used for the service desk don't seem to play nice with the mail handler to strip quotes on response via email.
Environment
- JIRA Service Desk 2.5.x
Steps to Reproduce
- Create issue from email or customer portal
- Notification is send to the customer mail.
- Then , customer send multiple comment through email.
Expected Results
All previous comment doesn’t include in the latest comment.
Actual Results
Latest comment in the issue ticket include with all previous comment.
Notes
Method one from this link needs to be done in the service desk template, I believe it is in the regular JIRA templates in the same way:
https://confluence.atlassian.com/display/JIRAKB/How+to+Strip+the+Old+Reply+Data+from+Email+When+Using+Outlook
Hi Guys,
This will be available in the next release 2.6.0-OD-06.
Supported languages
(English, French, German, Spanish, and Japanese).
Supported clients
Desktop Email Clients
- Apple Mail
- IBM Lotus Notes
- Microsoft Outlook
- Thunderbird
Web-bases Email Clients
- Gmail.com
- Outlook.com
- Yahoo.com
Mobile Email Clients
- iPhone Mail app
- iPad Mail app
- Android Gmail app
Supported patterns
The below list is based on analyzing reply and forward emails in different languages (English, French, German, Spanish, and Japanese) using the clients above. If a block of text looks like any of the below pattern, then it is the start of a quoted email. However, we won't be able to detect quoted email if the mail client does not use any of the patterns below.
Note: if user accidentally writes some text that is similar below quoted texts, the email body will be cut from that text point.
On date, someone wrote On Tue, Jun 9, 2015 at 5:33 PM, Admin <test@gmail.com> wrote: > Far far away, behind the word mountains, far from the countries Vokalia > and Consonantia, there live the blind texts. Separated they live in > Bookmarksgrove On date, wrote someone Am 11. Juni 2015 um 10:23 schrieb Admin <test@gmail.com>: > Ver ver weg, achter het woord bergen, ver van de landen Vokalia en > Consonantia, daar leven de blinde teksten. Gescheiden leven ze in > Bookmarksgrove Original Message ----- Original Message ----- >From: Admin <test@example.com> >To: "knguyenjp@yahoo.co.jp" <knguyenjp@yahoo.co.jp> >Date: 2015/6/12, Fri 10:49 Forwarded Message -------- Forwarded Message -------- Subject: Fwd: Thunderbird 31 hello 2 Date: Thu, 11 Jun 2015 10:21:07 +0700 Begin forwarded message > Begin forwarded message: > > From: Admin <test@example.com> > Subject: [jira@localhost] [DEVONE] request 2004 [DEV-72] > Date: June 10, 2015 at 2:27:01 PM GMT+7 Sent from my iPhone/iPad Sent from my iPhone/iPad > On 22-06-2015, at 14:58, Admin <test@example.com> wrote: > > hello Date, someone: 2015-06-11 14:04 GMT+07:00 Admin <test@example.com>: > Far far away, behind the word mountains, far from the countries Vokalia > and Consonantia, there live the blind texts. Separated they live in > Bookmarksgrove right at the coast of the Semantics, a large language ocean.
Attachments
Issue Links
- is duplicated by
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JSDSERVER-2192 Further Customization of Service Desk email channel Setup
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