Strip Signature content info

👋🏻 Hi ​@JMena 533ac7 csat-k12, I’ve double checked your settings on the back-end and everything looks good to me. Please submit a support ticket, with at lest one example ticket we can investigate.

Thank you!

We had an issue for a while with a lot of content getting stripped from tickets generated from emails. These emails were from Zabbix alerts, always formatted the same, no signature. It would remove everything past the first row of text - but it was only happening to about 50% of the tickets. The other 50% were fine.

Support told me to disable that setting to test it, and that worked… so their recommendation was to leave that setting off.

Yes, I pushed back, because I think the issue lies in the logic behind that setting, but nobody wanted to put any real effort into fixing it, so we had to turn that setting off rather than the problem actually getting resolved.

Good luck ​@JMena 533ac7 csat-k12 

Hey ​@jclark I am following up on that right now with our leadership team. Thanks for letting us know & I will have someone follow up with you. 

​@Kathryn Carter thanks, and sorry to sound so negative about it. I even spoke directly with Joel regarding the support we received at the time. Ultimately they wanted us to adjust the HTML formatting on the email alerts, even though they were being inconsistently stripped, and also had been functioning fine in the same format for quite some time (years) up until this issue started (this was several months ago).

Also, to add, support was just relaying info. It sounds like devs and engineers were the ones not wanting to properly “fix” this. I am happy to send more context regarding our support ticket separately if you want, but I’m sure you can see it.

​@jclark I was able to review both the Support and Dev tickets. Unfortunately, it appears that the Engineering team is currently holding off on this request. I apologize that I don't have better news to share with you at this time.

The issue is the wording of the settings to enable or disable. See below.

This what the ticket looks like once created. The ticket does not need the extra info after person’s name. See below:

I believe that setting is to determine who to make the ticket for - like if you forward an email from John Smith to iiQ to create a ticket, this would make sure it makes the ticket for John Smith and not Joel Mena.

For your issue, I believe this is the setting you want to look at:
 

I had that “Enabled” (Green) and still did the same thing. Added all of the information after the name. I was then told that needed to be disabled by the steps sent to me. 

Wild. That makes zero sense lol.
Sorry I wasn’t much help - I’ve had the same struggles and get opposing answers from support as well.

My stance is that they need to really look at the signature stripping logic on their end, but as I was told and confirmed by Kathryn, they’re not going to put the time into fixing it and we just have to deal with it I guess.