Issue Summary

Forwarding emails to the Service Management email channel via Outlook will add an empty comment.

Steps to Reproduce

1. From Outlook, click to forward an email and add the issue key to the subject.
2. Send the email to the mail handler email address.

Expected Results

A comment is added to the existing ticket.

Actual Results

On the Logs, it shows that a new comment was added to the ticket, but on the ticket there is an empty comment.

Forwarding the same email via Gmail works fine.

Forwarding via Outlook with strip quotes disabled works.

Workaround

Use a mail client other than Outlook or, as a Jira administrator, go to Cog icon > Products > Email requests and select “Don’t strip quotes”.