Prevent response via email

[Andy Killat]

We do run a service portal for our clients. So far everything works as intended but some of the users of our clients tend to answer the notification emails via email.

This surprisingly works. JIRA then creates a comment for this user. But the comments are bloated with the email footers and the all previous conversations.

Is it possible to prevent Emails being processed and creating comments?

Best regards,

Andy

[Aditya Verma · Accepted solution]

Hi @Andy Killat ,

Have you already tried the "strip quotes" option under "Email Requests" ? This will enable customers to just post content of current email as comments rather than the complete mail chain.

Providing a screenshot of the page below. You can reach this setting by pressing "gg" and searching for "Email Requests".

Thanks,

Aditya

[Andy Killat]

Thank you Aditya for pointing me into the right direction.
My Screen looks a little different but I flipped a few switches so it should be less bloated now :)

But it seems that this function can be tamed but not completely be shut off.

Thank you,
Andy

[Mo Omar]

Hi guys, this seems to be for the 'Service Management' option. Where can I find how to disable this for our JIRA projects/ JIRA software?

Currently, users are able to respond back to email notifications, and their comments appear directly in the comments (which is handy), only it also adds other noise to the ticket as well images as attachments/ signatures etc.