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  1. Jira Service Management Data Center
  2. JSDSERVER-2110

Email Quotes Not Stripped in JIRA Service Desk

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • None
    • Email - Incoming
    • None
    • 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.

      Issue Summary

      When a user sends an email to JIRA Service Desk Mail Handler, if the email comes from a Hotmail Mail Server, then the quotes(earlier messages) are appended to the Service Desk comment.

      This differs from the behaviour from other email servers(e.g. Gmail).

      h5 Steps to test

      • Set up a POP mail server as your email channel for Service Desk.
      • Add a user who uses a hotmail account.
      • Let the user create a mail and reply to it.
      • Should the user reply directly to your reply from his mail client, then the old mails would be added into the email as well.

      Expected Behaviour

      • Service Desk would strip the quotes from old messages.

            [JSDSERVER-2110] Email Quotes Not Stripped in JIRA Service Desk

            Charlie Marriott made changes -
            Resolution Original: Done [ 17 ] New: Fixed [ 1 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011748 ] New: JAC Suggestion Workflow 3 [ 3649318 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665107 ] New: JAC Suggestion Workflow [ 3011748 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323057 ] New: Confluence Workflow - Public Facing v4 [ 2665107 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052788 ] New: JSD Suggestion Workflow - TEMP [ 2323057 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2049082 ] New: JSD Suggestion Workflow [ 2052788 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280598 ] New: JSD Suggestion Workflow - TEMP [ 2049082 ]
            jonah (Inactive) made changes -
            Description Original: h5. Issue Summary
            When a user sends an email to JIRA Service Desk Mail Handler, if the email comes from a Hotmail Mail Server, then the quotes(earlier messages) are appended to the Service Desk comment.

            This differs from the behaviour from other email servers(e.g. Gmail).

            h5 Steps to test
            - Set up a POP mail server as your email channel for Service Desk.
            - Add a user who uses a hotmail account.
            - Let the user create a mail and reply to it.
            - Should the user reply directly to your reply from his mail client, then the old mails would be added into the email as well.

            *Expected Behaviour*
            - Service Desk would strip the quotes from old messages.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-2110].
              {panel}

            h5. Issue Summary
            When a user sends an email to JIRA Service Desk Mail Handler, if the email comes from a Hotmail Mail Server, then the quotes(earlier messages) are appended to the Service Desk comment.

            This differs from the behaviour from other email servers(e.g. Gmail).

            h5 Steps to test
            - Set up a POP mail server as your email channel for Service Desk.
            - Add a user who uses a hotmail account.
            - Let the user create a mail and reply to it.
            - Should the user reply directly to your reply from his mail client, then the old mails would be added into the email as well.

            *Expected Behaviour*
            - Service Desk would strip the quotes from old messages.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-2110 [ JSDCLOUD-2110 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 915802 ] New: JSD Suggestion Workflow [ 1280598 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]

              Unassigned Unassigned
              ijimoh Ismael Olusula Jimoh (Inactive)
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                Created:
                Updated:
                Resolved: