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  1. Jira Service Management Cloud
  2. JSDCLOUD-466

Email Response Stripping

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? 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

      1. Create issue from email or customer portal
      2. Notification is send to the customer mail.
      3. 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/jirakb/how-to-strip-the-old-reply-data-from-incoming-email-when-using-outlook-223218415.html]

      shipped 2.6.0-OD-06

      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.

        1. screenshot-1.png
          screenshot-1.png
          26 kB

              knguyen@atlassian.com Kha Nguyen (Inactive)
              3a705ab4815c Cortland Bolles
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              69 Vote for this issue
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              75 Start watching this issue

                Created:
                Updated:
                Resolved: