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  1. Jira Service Management Data Center
  2. JSDSERVER-837

As an admin I want the ability to configure the regex used by the Service Desk mail handler

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    • We collect Jira Service Desk 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 Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Previously we could use the "Add a comment before a specified marker or separator in the email body" mail handler type and set a specific regex to remove the quoted message in the emails.

      Now with the new Service Desk Mail Handler there's no possibility to configure the regex used by the handler, which causes some comments to be added full of quoted messages.

            [JSDSERVER-837] As an admin I want the ability to configure the regex used by the Service Desk mail handler

            Pierce Radtke added a comment -

            Our Director required us to use an internal email address for our IT Support team to allow users to send requests.
            This was fine until I started using Automation to reply to users with instructions on how to automatically move the ticket to said status without using the portal.  (Our Director hates Support Portals for some reason)
            Because the directions include the "trigger" all of my automation steps process based on whichever trigger condition is first in the rule.
            There is no way to remove the original message from the reply w/o using the regex for the Service Desk mail handler (that I am aware of).
            Emails to the Service Desks default email are processed by Default Cloud Mail Server so this problem does not exist.

            Is there a different way to do this?

            Pierce Radtke added a comment - Our Director required us to use an internal email address for our IT Support team to allow users to send requests. This was fine until I started using Automation to reply to users with instructions on how to automatically move the ticket to said status without using the portal.  (Our Director hates Support Portals for some reason) Because the directions include the "trigger" all of my automation steps process based on whichever trigger condition is first in the rule. There is no way to remove the original message from the reply w/o using the regex for the Service Desk mail handler (that I am aware of). Emails to the Service Desks default email are processed by Default Cloud Mail Server so this problem does not exist. Is there a different way to do this?

            105349 added a comment -

            This would be a very welcome feature indeed!

            105349 added a comment - This would be a very welcome feature indeed!

              Unassigned Unassigned
              malmeida Marcus Silveira
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                Created:
                Updated: