How to Forward an email thread into an Issue
Summary
When an email is forwarded the mail server will add a forward prefix to the subject of that email. JEMH has configuration option that allows you to customise the prefixes that JEMH will look for. This configuration option is: Profile > Email > Pre-processing > Forwarded Email Subject Prefixes. This setting is configurable as the prefix used is dependant on the localised language. For example if the language is English it will use “Fw” whereas if the language is French it will use “Tr”.
JEMH processing
When JEMH finds a matching prefix it will:
Remove the Prefix from the subject so that it can be used as the Issue summary.
Stop the Body Delimiters and Strip Quotes from being applied so that no content is removed. This is to prevent information from being lost.
Note: The prefix “Re:” should not be added to the Prefix configuration as this is commonly used for replies and this would result in content not being removed when commenting on a Issue.
Example email processing
Below is a Forward message with the process actions for both Create and Comment:
MIME-Version: 1.0
Date: Wed, 14 Sep 2022 10:45:26 +0100
References: <CALnh4wQtSZSzmT4Mqe-arAxjYhOayr48J4UOwxNAMp3FxRb1SQ@mail.gmail.com>
In-Reply-To: <CALnh4wQtSZSzmT4Mqe-arAxjYhOayr48J4UOwxNAMp3FxRb1SQ@mail.gmail.com>
Message-ID: <CALnh4wTz+sR534C_WToaUcgn6p8AzPGET++qZGcN62Y2rHVHZA@mail.gmail.com>
Subject: Fwd: Forwarded Message Example
From: first@recipient.com
To: second@recipient.com
Content-Type: text/plain; charset="UTF-8"
Look at this forwarded email!!
---------- Forwarded message ---------
From: original@sender.com
Date: Wed, 14 Sept 2022 at 10:44
Subject: Forwarded Message Example
To: first@recipient.com
This is the original email.
Create | Comment |
|---|---|
Subject will have any listed ‘forward’ prefixes removed from the subject.(To be used as the summary) Body Delimiters or Strip Quotes will not be applied so that all body content will remain. | Subject is ignored, but the nature of the message being forwarded will mean: Body Delimiters or Strip Quotes will not be applied so that all body content will remain. |
Issue Description: Look at this forwarded email!!
---------- Forwarded message ---------
From: original@sender.com
Date: Wed, 14 Sept 2022 at 10:44
Subject: Forwarded Message Example
To: first@recipient.com
This is the original email. | Issue Description: Look at this forwarded email!!
---------- Forwarded message ---------
From: original@sender.com
Date: Wed, 14 Sept 2022 at 10:44
Subject: Forwarded Message Example
To: first@recipient.com
This is the original email. |