Summary

A partial comment gets added as the email reply is stripped out due to the presence of TO: text in the email. 

As per analysis, the following restrictions exist with mail handler and needs to be fixed.

• A line separator is not present in the email reply after TO:. Due to this, the text is considered as being part of the original email block.
• In addition, the line separator should be in 'plain text' part of email  for the mail handler logic to kick in.
• Presence of multiple To: headers is not detected by the mail handler, which can prevent this issue.

Steps to Reproduce

Issue reproducible on local setup using the email attached to the ticket.

• Enable Strip quotes under Products --> Email requests configuration.

• Copy the two top lines with the formatting from email Issue_reproduced_email.eml attached to this ticket.
• Paste it with formatting in comment response mail.
• Review the comment added to the ticket and you can see the request.
• If pasted without the format, all the lines will be added as comment to the request.

Expected Results

The comments should appear as it is seen in the Email message with the older email sections removed.

Actual Results

All the text starting from TO: is stripped out in the comments that is added to the JSM ticket.

Workaround

• In order to prevent stripping parts of the comment, you need to disable Strip quotes under Products --> Email requests configuration.

OR

• End customers should not  add text To: in their emails or add a separator after adding the text. This will ensure that it doesn't conflict with original reply block.