Issue Summary

Mail correspondence not stripped by mail handler when creating new comment.

This cannot be consistently reproduced, but it is related to different email clients and the differences in how they format text being used to strip quotes (see Notes section).

Steps to Reproduce

1. Set up a Outlook / Exchange mail address
2. Set up a Email request channel with the created mailbox
3. Start creating tickets through emails and responding to received notifications, in order to add new comments on those tickets.

Expected Results

The quoted correspondence is stripped and only the latest mail message is added to the comment.

Actual Results

Previous mail correspondence is added to the comment, and this makes comments harder to read:

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available.

Notes from developers

The root cause lays in sending an Outlook Application message trough some other client, probably an online one, including Gmail, but it seems to affect outlooks own client right now.

The difference is in the standard of encoding text formatting by either ways: Outlook uses an approach called Quoted-printable while Gmail uses some other format. The difference is that the same email sent from outlook in raw Message protocol format wold look like

=20
From: Marko =20

While sent from Gmail client looks like:

*From:* Marko

Which is basically the same thing said in different ways, but we work with the raw message line-by-line.
So the problem will occur ONLY when sending an outlook thread from another client to JSD mailbox (assuming that other client is using Gmail approach).