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  1. Jira Service Management Data Center
  2. JSDSERVER-6448

Strip Quotes not working with Outlook mail pattern


    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 4.1.0, 4.2.2
    • Email - Incoming

      Issue Summary

      After configuring incoming mail for Jira Service Desk with Strip Quotes enabled, when users reply to a notification to add a comment on Jira using Outlook, Service Desk is not removing all text from old notifications


      • Jira Service Desk 4.2.2 with incoming mail
      • Mails sent with Outlook

      Steps to Reproduce

      1. Configure Incoming Mail for a Jira Service Desk project
      2. Enable Strip Quotes
      3. Create an issue on Jira Service Desk
      4. Reply to a notification

      Expected Results

      Jira will remove all old reply data

      Actual Results

      Jira will keep the From: line


      For this test, I've used the following pattern:

      From: Admin <admin@example.com
      Sent: Thursday, June 18, 2015 12:29 AM
      To: Ronald
      Subject: Keyboard doesn't work

      Jira removed all lines, except the first one (From: Admin <admin@example.com)


      • Remove manually the remaining text
      • Create 1 mail server and mail handler for the “New” incoming emails and a second mail server and mail handler for “Reply” emails. Each mail server has it’s own separate email address, so you can get rid of the entire email thread.
      • customise mail temples in JIRA to include a line that will help JIRA trim messages e.g. _---- Original Message ---- _ and specify it atlassian-jira/WEB-INF/classes/outlook-email.translations . Note, it will not trim whole message but every thing below this line and it will need to be moved to a new JIRA if you upgrade in the future.
      • Use one of the methods documented here: https://confluence.atlassian.com/jirakb/remove-previous-content-from-incoming-email-from-jira-server-in-microsoft-outlook-223218415.html 
      • Stop to use this client

            Unassigned Unassigned
            rrosa@atlassian.com Rodrigo Rosa
            14 Vote for this issue
            19 Start watching this issue