Email handler Jira Cloud + Outlook Office365

[Mikael Kalla]

Hi,

We use Jira cloud and Outlook Office 365, Jira emails as HTML.

When user make reply on Jira emails, whole body including old message is added as comment.

I have tried set up the different email handlers with no result.

Tried the regex settings,  like: quotes or  /From: *|_    etc

But can't see that the HTML emails contains quotes or  "/" ,which results in I get the whole issue as ugly text into my issue comment.

Please advise

[Mikael Kalla]

Hi after digging more into this, I managed to solve it, thanks to "outlook protection"

All emailed comments had like this text directly after the comment

"<https://..xxx...safelinks.protection.outlook.com/?url=https://..."

So I added that as a the specific "split string" in the
email handler "add comments before specified marker..."

So now all emails with comments, only put the comment into the comment field,
and not the whole issue as ugly text in the comment field 

= Solved

[Paul Benario]

Hi Mikael - Can you paste specifically what you used in the split regex field? We're in the same situation and having this issue. 

[Mikael Kalla]

Hi Paul,

I just used the string I provided, as my regex

<https://..xxx...safelinks.protection.outlook.com/?url=https://"..your atlassian url.."

//Mikael

[Zubair Khan]

Hi @Mikael Kalla 

Can you please help me on this we are facing same problem. Please add step by step process.

Thanks 

[Mikael Kalla]

Hi Zubair,
Go to 
https://"your domain".atlassian.net/secure/admin/ViewApplicationProperties.jspa

On the left under Mail - Incoming Mail
Under Mail Handlers, Click "Add incoming mail handler"
Give it a name
Under Mail Handler type: select "add a comment before a specified marker or separator in the email body"
Click Next
Under "Split Regex" write:
<https://eur01.safelinks.protection.outlook.com/?url=https:// "your domain".atlassian.net

Then save
DONE

Regards//Mikael

[Zubair Khan]

Hi @Mikael Kalla 

Thanks, It's working.

[Earl McCutcheon]

Hello Mikael,

To strip out the additional email chain, The RegEx method you mentioned would be the way to go normally:

/From: *|___.*|On .*wrote:|----Orig.*|On .*(JIRA).*/

But there is currently a BUG in the RegEx causing it to fail detailed at the following link:

• https://jira.atlassian.com/browse/JRACLOUD-65977

We do not have a workaround verified on this one at the moment.

Alternatively the configuration would need to be done in each clients mail box to disable original message options to remove the email chain.

Also, one more note on this we have the following Feature requests tracking interest in this moving forward (these are Server and Cloud respectively, but are grouped together for the feature improvement), noting the comment from the project managers added to the issue description on the requests that it is not on our short term roadmap to implement but we are planning on making this improvement in the future, so please make sure to add your vote to help track the popularity and influence the priority of development efforts per the "Implementation of New Features Policy"

• https://jira.atlassian.com/browse/JRACLOUD-14543
• https://jira.atlassian.com/browse/JRASERVER-14543

Regards,
Earl