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Bug
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Resolution: Fixed
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Low
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4.0.0, 5.12.4
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1
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Severity 3 - Minor
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Problem
When using a Jira Service Management Mail Handler (configured in Project Settings > Email Requests) to process incoming emails, the Strip Quotes functionality does not work as expected in some cases.
We found that this bug occurs with a combination of the following factors:
- the email contains both text and html contents
- the html content is is using charset="us-ascii" as the content type
- the "From" header from the email chain is bolded using the formatting below
<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US">
We suspect that this type of formatting is coming from the Outlook Mail Client.
Environment
- Jira Service Management (JSM) Sever/Data Center 4.0.0 and any higher version
- JSM project using a JSM mail handler configured in Project Settings > Email Requests to process incoming emails
Steps to Reproduce
- Install JSM on any version 4.0.0 and above
- Create a JSM project
- Configure a JSM Mail Handler in that project in Project Settings > Email Requests
- Raise a request in the project and trigger a notification from that request (by adding a comment for example)
- Reply to the request using a Mail Client that sends emails in using the "us-ascii" encoding, along with From/To/Subject headers that are bolded using the syntax below
<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US">
Expected Results
The quoted message will be stripped by the mail handler and a comment will be added to the request without the quoted message:
Actual Results
The quoted message is not stripped by the mail handler and a comment is added to the request including the quoted message:
Workaround
The workaround consists in disabling HTML email parsing:
- relates to
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JSDSERVER-11954 messages from from certain email agent(s) are not properly stripped with strip quotes
- Closed
- mentioned in
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