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  1. Jira Service Management Data Center
  2. JSDSERVER-1707

Improve Strip Quotes or allow mail handler configuration

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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.

      When a customer replies to a notification email sent by Service Desk (Cloud), all the content from the notification is often included in the comment created. Often it is stripped but often it isn't, I think it must depend on the email client the responder is using. (See https://support.atlassian.com/servicedesk/customer/portal/23/JST-132896 for an example.)

      The incoming mail handlers for regular JIRA users are not used by Service Desk, nor is there any way to configure Service Desk mail handlers.

      It would be great if Service Desk did a better job of stripping quoted content, either automatically or via regex as regular JIRA Cloud allows.

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            [JSDSERVER-1707] Improve Strip Quotes or allow mail handler configuration

            Matthew McMahon (Inactive) added a comment -

            This should be resolved by JSD-466.

            The fix is available for Cloud now, and will be included with the next major Server release

            Matthew McMahon (Inactive) added a comment - This should be resolved by JSD-466 . The fix is available for Cloud now, and will be included with the next major Server release

            Dave Truman added a comment -

            To be clear, what's most important is that Service Desk strip off its own email notification content. Other quoted content that may be in a response can be kept. Perhaps that makes it harder, but that's what I'm looking for..

            Dave Truman added a comment - To be clear, what's most important is that Service Desk strip off its own email notification content. Other quoted content that may be in a response can be kept. Perhaps that makes it harder, but that's what I'm looking for..

              Unassigned Unassigned
              803030a2f337 Dave Truman
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                Created:
                Updated:
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