JIRA software project Issues Description and Comments problem

[Jeffery Sun]

Dear Atlassian, 

 We have some problems with the JIRA software project issue’s comments.

Our project customer doesn't use the Jira platform. The contact is basically by mail.

When each time our customer replies to the case via e-mail, the comments always included all the contents in the mail, including the previous message.

The same will happen with old images, they will be attached to the Jira issue again and again.

I want to confirm, is this the expected behavior? Is there any solution that can avoid this problem?

And there are two functions that I also want to get better improvement.

1. When the Jira is created the description doesn't include the images correctly (The case was created by scan e-mail box)

Ex: SAN-1001

The images are included in the Jira, but they are not displayed in the description (the picture is transferred as the cases’ attachments.

2. Another problem appears when our customers respond to this email with other images.

The original images are duplicated (not necessarily with the same names) and in the comment, they are not displayed.

As a result, it is impossible to understand the comments and it is very difficult to understand which images correspond to which comment and which are duplicated.

And what is worst, different images are added to the Jira with the same name

Ex SAN-998

There are four different images with the same name 

As we are spending more time tidying up the comments than adding them manually, could you provide any solution or suggestion? Thanks

[Rilwan Ahmed]

Hi @Jeffery Sun ,

Please check your incoming mail handler settings (admin Settings menu --> System --> Incoming Mail --> Mail handlers ) whether you have selected "Add a comment before a specified marker or separator in the email body".

If not, please refer the document here (Section 'Add a comment before a specified marker or separator in the email body' )