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  1. Jira Service Management Data Center
  2. JSDSERVER-1477

Having Option to Disable Strip Quotes for JIRA Service Desk

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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.

      Customer needs to disable the strip quotes as service desk strips a lot of context if Agents need to follow-up on tickets.
      Most of their clients communicate via the email channel and since SD is stripping these, they loose a lot of information/context for the topic in-hand.
      Further more, it is not possible to edit the mail handler which has been created by service desk in JIRA.
      Customer's description is available in the first comment.

          Form Name

            [JSDSERVER-1477] Having Option to Disable Strip Quotes for JIRA Service Desk

            lingbo (Inactive) added a comment -

            Hi everyone,

            JIRA Service Desk 3.2 has been released and this feature is included in version 3.2. More details can be found in the release notes: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html.

            Cheers,
            Lingbo
            JIRA Service Desk team

            lingbo (Inactive) added a comment - Hi everyone, JIRA Service Desk 3.2 has been released and this feature is included in version 3.2. More details can be found in the release notes: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html . Cheers, Lingbo JIRA Service Desk team

            DanR added a comment -

            same issue here with the Forward as attachment feature of Novell Groupwise. Reference: SDS-14243 and I am available to do testing or trouble shooting.

            DanR added a comment - same issue here with the Forward as attachment feature of Novell Groupwise. Reference: SDS-14243 and I am available to do testing or trouble shooting.

            richard miller added a comment -

            UPDATE - Upgrading to Jira 7 and latest service desk has resolved this issue for me. Thanks

            richard miller added a comment - UPDATE - Upgrading to Jira 7 and latest service desk has resolved this issue for me. Thanks

            richard miller added a comment -

            Our service team would greatly benefit from the Service Desk mail handler having the ability to strip quoted text in replies. Any update on this one?

            richard miller added a comment - Our service team would greatly benefit from the Service Desk mail handler having the ability to strip quoted text in replies. Any update on this one?

            Nathan Smith added a comment -

            This would be a great feature to add, as so many long email threads are being copied into Issue comments sections it makes tracking difficult

            Nathan Smith added a comment - This would be a great feature to add, as so many long email threads are being copied into Issue comments sections it makes tracking difficult

            Dave Truman added a comment -

            This needs to be configurable. Most of the time, I think most people want quotes stripped, particularly when adding comments to existing issues.

            Dave Truman added a comment - This needs to be configurable. Most of the time, I think most people want quotes stripped, particularly when adding comments to existing issues.

            Jan Alonzo added a comment - - edited

            Hi JIRA SD Team,

            For background - please check https://support.atlassian.com/servicedesk/customer/portal/3/SDS-3331.

            TL;DR - requests coming via the email channel shouldn't strip quoted text from the email as our agents lose a lot of history and context about what the issue is all about. This happens particularly when some our clients liaise with their own customers, and they forward these emails to us.

            JIRA's existing Incoming Mail handlers already allow JIRA Admins to enable or disable stripping of quoted text, and we've used these handlers prior to switching the project to Service Desk. So all the guys are already used to the idea of JIRA not stripping quoted text. This is useful particularly since we also use JIRA as an archival system for past and present client communications, which may or may not contain pertinent information about client change requests and business process and requirements changes, that may or may not have auditing and/or regulatory implications.

            Can you please don't strip quotes on emails or at least allow this to be a configuration setting in the Service Desk Mail handler?

            Thanks and appreciate your time on this.

            Cheers,
            Jan

            Jan Alonzo added a comment - - edited Hi JIRA SD Team, For background - please check https://support.atlassian.com/servicedesk/customer/portal/3/SDS-3331 . TL;DR - requests coming via the email channel shouldn't strip quoted text from the email as our agents lose a lot of history and context about what the issue is all about. This happens particularly when some our clients liaise with their own customers, and they forward these emails to us. JIRA's existing Incoming Mail handlers already allow JIRA Admins to enable or disable stripping of quoted text, and we've used these handlers prior to switching the project to Service Desk. So all the guys are already used to the idea of JIRA not stripping quoted text. This is useful particularly since we also use JIRA as an archival system for past and present client communications, which may or may not contain pertinent information about client change requests and business process and requirements changes, that may or may not have auditing and/or regulatory implications. Can you please don't strip quotes on emails or at least allow this to be a configuration setting in the Service Desk Mail handler? Thanks and appreciate your time on this. Cheers, Jan

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
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                Created:
                Updated:
                Resolved: