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Bug
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Resolution: Fixed
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Low
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None
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
The custom templates used for the service desk don't seem to play nice with the mail handler to strip quotes on response via email.
Environment
- JIRA Service Desk 2.5.x
Steps to Reproduce
- Create issue from email or customer portal
- Notification is send to the customer mail.
- Then , customer send multiple comment through email.
Expected Results
All previous comment doesn’t include in the latest comment.
Actual Results
Latest comment in the issue ticket include with all previous comment.
Notes
Method one from this link needs to be done in the service desk template, I believe it is in the regular JIRA templates in the same way:
https://confluence.atlassian.com/display/JIRAKB/How+to+Strip+the+Old+Reply+Data+from+Email+When+Using+Outlook
Hi Guys,
This will be available in the next release 2.6.0-OD-06.
Supported languages
(English, French, German, Spanish, and Japanese).
Supported clients
Desktop Email Clients
- Apple Mail
- IBM Lotus Notes
- Microsoft Outlook
- Thunderbird
Web-bases Email Clients
- Gmail.com
- Outlook.com
- Yahoo.com
Mobile Email Clients
- iPhone Mail app
- iPad Mail app
- Android Gmail app
Supported patterns
The below list is based on analyzing reply and forward emails in different languages (English, French, German, Spanish, and Japanese) using the clients above. If a block of text looks like any of the below pattern, then it is the start of a quoted email. However, we won't be able to detect quoted email if the mail client does not use any of the patterns below.
Note: if user accidentally writes some text that is similar below quoted texts, the email body will be cut from that text point.
On date, someone wrote On Tue, Jun 9, 2015 at 5:33 PM, Admin <test@gmail.com> wrote: > Far far away, behind the word mountains, far from the countries Vokalia > and Consonantia, there live the blind texts. Separated they live in > Bookmarksgrove On date, wrote someone Am 11. Juni 2015 um 10:23 schrieb Admin <test@gmail.com>: > Ver ver weg, achter het woord bergen, ver van de landen Vokalia en > Consonantia, daar leven de blinde teksten. Gescheiden leven ze in > Bookmarksgrove Original Message ----- Original Message ----- >From: Admin <test@example.com> >To: "knguyenjp@yahoo.co.jp" <knguyenjp@yahoo.co.jp> >Date: 2015/6/12, Fri 10:49 Forwarded Message -------- Forwarded Message -------- Subject: Fwd: Thunderbird 31 hello 2 Date: Thu, 11 Jun 2015 10:21:07 +0700 Begin forwarded message > Begin forwarded message: > > From: Admin <test@example.com> > Subject: [jira@localhost] [DEVONE] request 2004 [DEV-72] > Date: June 10, 2015 at 2:27:01 PM GMT+7 Sent from my iPhone/iPad Sent from my iPhone/iPad > On 22-06-2015, at 14:58, Admin <test@example.com> wrote: > > hello Date, someone: 2015-06-11 14:04 GMT+07:00 Admin <test@example.com>: > Far far away, behind the word mountains, far from the countries Vokalia > and Consonantia, there live the blind texts. Separated they live in > Bookmarksgrove right at the coast of the Semantics, a large language ocean.
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JSDSERVER-2192 Further Customization of Service Desk email channel Setup
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| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-466] Email Response Stripping
Stefan Stefan
added a comment - Same here with JSD version 3.4.0. 
Eva Etzkorn
added a comment - same here - please fix this asap - we get e-mail histories for over 20 e-mails in one comment!
Eva Etzkorn
added a comment - same here - please fix this asap - we get e-mail histories for over 20 e-mails in one comment! We are also experiencing previous emails showing up in comments that come from email.
JSD version 3.3.1
Dave Lasley
added a comment - We are experiencing this regression in 3.3.0 as well. 
JS
added a comment - We have recently upgraded to Service Desk 3.3.0 and it appears that this issue has returned. Before this update, e-mail response stripping was working great. Now the issue has returned and previous e-mail responses are not being stripped as expected.
Can anyone confirm that this is a bug in SD 3.3.0? If so, is the issue being looked at? Thanks!
JS
added a comment - We have recently upgraded to Service Desk 3.3.0 and it appears that this issue has returned. Before this update, e-mail response stripping was working great. Now the issue has returned and previous e-mail responses are not being stripped as expected.
Can anyone confirm that this is a bug in SD 3.3.0? If so, is the issue being looked at? Thanks! I have previously implemented the workaround mentioned above to strip excessive signatures (where we have a standard blurb at the bottom of the emails from all internal employees) in addition to the email history. It was working really well.
However, I'm now planning an upgrade from JIRA SD 2.5.9 to 3.0.11. When testing this functionality, I've noticed that the signature is no longer being stripped at the position dictated in my outlook-email.translations file (although the email history IS being removed successfully).
Is the outlook-email.translations file no longer used for this purpose in versions of SD > 3.0.0?
@djones5, see some of the older comments (particularly from bjcpgd and cbrand) for workaround advice for older versions. There's one from me too 
Dav1d J0nes
added a comment - We are stuck at Jira 6.x / service desk 2.x for the near future, it would be really nice if you could release a patch for jira/service desk for locally installed users.
Dav1d J0nes
added a comment - We are stuck at Jira 6.x / service desk 2.x for the near future, it would be really nice if you could release a patch for jira/service desk for locally installed users. I don't have 3.0.0 installed, but looking at the issue properties, it seems that the fix is included there not in JSD 2.5.
Also having issues with the service desk version.
Only solution was to change the mail handler to filter out the history.
but then still images are added for no reason...