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  1. Jira Service Management Data Center
  2. JSDSERVER-4550

Strip quotes not working on incoming mails containing text formatting

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

      Summary

      When emails contain text formatting, such as text coloring etc, the strip quote option does not appear to properly function anymore.

      Steps to Reproduce

      1. Create a Service Desk project
      2. Add a mail channel to the project
      3. Create an issue through mail
      4. Trigger a notification to be send from JIRA towards the customer account
      5. The notification will contain the —Write replies above—. Write a reply above this line, and apply some color changes to the text in the mail

      Expected Results

      The mail body gets added to the Service Desk request where only the text above the —Write replies above— gets added

      Actual Results

      The whole body content will get added to the request, including the original notification content originating from Service Desk.

      Notes

      In certain situations it appears duplicate comments are being created. The first comment added to the request displays only the content above the —Write replies above— line, whilst the "duplicate" comment adds the complete mail body.

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        3. JSD email reply.txt
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        4. mailheader.txt
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            [JSDSERVER-4550] Strip quotes not working on incoming mails containing text formatting

            Adrian Castillo made changes -
            Remote Link Original: This issue links to "JSDS-162 (JIRA Server (Bulldog))" [ 250448 ] New: This issue links to "JSMDC-162 (JIRA Server (Bulldog))" [ 250448 ]
            Sandhya Thottamkara made changes -
            Assignee Original: Sandhya Thottamkara [ sthottamkara@atlassian.com ]
            Sandhya Thottamkara made changes -
            Assignee Original: Matthew McMahon [ mmcmahon ] New: Sandhya Thottamkara [ sthottamkara@atlassian.com ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304050 ] New: JAC Bug Workflow v3 [ 3126221 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Symptom Severity Original: Minor [ 14432 ] New: Severity 3 - Minor [ 15832 ]
            Deyves (Inactive) made changes -
            Affects Version/s New: 3.4.0 [ 66347 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058009 ] New: JSD Bug Workflow v5 - TEMP [ 2304050 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055519 ] New: JSD Bug Workflow v5 [ 2058009 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955563 ] New: JSD Bug Workflow v5 - TEMP [ 2055519 ]

            Matthew McMahon (Inactive) added a comment -

            I have noticed in an earlier attachment that the following was present on the outputted wiki:

            —-—-—-— Reply above this line.

            The marker line is supposed to be on it's own line for the stripping to behave correctly.

            However, I can make a hardening approach that as long as the line starts with 

            —-—-—-—

            Then it should be considered that strip the email below this. So with this logic, the above with the marker followed by some text, would be stripped.

            But if the line is say

            Some text —-—-—-—

            Then it should not be stripped, as while it can probably be assumed that it is meant to be stripped, stripping based on any text anywhere within a line, may have very unintended side effects.

            As well as this, I would encourage to vote for and watch https://jira.atlassian.com/browse/JSDSERVER-2356, as this feature would make it possible to add any custom rules to handle any specific cases that the default logic is not able to.

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - I have noticed in an earlier attachment that the following was present on the outputted wiki: —-—-—-— Reply above this line. The marker line is supposed to be on it's own line for the stripping to behave correctly. However, I can make a hardening approach that as long as the line starts with —-—-—-— Then it should be considered that strip the email below this. So with this logic, the above with the marker followed by some text, would be stripped. But if the line is say Some text —-—-—-— Then it should not be stripped, as while it can probably be assumed that it is meant to be stripped, stripping based on any text anywhere within a line, may have very unintended side effects. As well as this, I would encourage to vote for and watch https://jira.atlassian.com/browse/JSDSERVER-2356 , as this feature would make it possible to add any custom rules to handle any specific cases that the default logic is not able to. Regards Matt

              Unassigned Unassigned
              mnassette MJ (Inactive)
              Affected customers:
              5 This affects my team
              Watchers:
              12 Start watching this issue

                Created:
                Updated:
                Resolved: