Hide email signatures from the work item view and portals

You can hide email signatures so they don’t appear in the description or comments of a work item. Signatures will be hidden in an expandable component, which can be selected to view the signature.

There are two methods for hiding email signatures – default detection and custom detection. You can choose to use one or both methods. If you choose to use both, default detection will take priority (custom detection will only be used when the default method does not detect a signature).

Default detection

With this method, Jira Service Management will detect signatures using HTML. This method will detect most email signatures but may not detect signatures in all emails.

Email clients we currently support are Outlook Web, Gmail, Yahoo, Mail.RU, Outlook Android, and Gmail Android.

Custom detection

With this method, you can add text or special characters to be detected within email signatures. You can add as many as you like and order them by priority. Jira Service Management will start by looking for the text at the top of your list. If this text is not detected, it will look for the next on the list, and so on. The custom text and everything below will be hidden.

Some examples of custom text or special characters to use are:

• --

• Common email sign-offs such as “Kind regards”

• Legal or disclaimer copy.

Please note that if the custom text or special characters you specify are present in the email above the signature, everything below that custom text will be hidden. If a part of your email is accidentally hidden, select the expandable component to view it. 

How to hide email signatures

You must be a Jira admin to hide email signatures.

1. Go to Settings () then Products, then in the Jira Service Management section select Email requests.

2. In the Hide email signatures in work items and portals section select the detection method you want to use. You can choose to use one or both methods.

If you choose custom detection:

1. Select Add a custom rule and enter your text into the text field.

2. Select the check icon () to save.

3. To add more custom text, repeat the first two steps.

You can change the order of your custom text by selecting and dragging each one into the desired position. Hover on the custom text and select the cross icon () to remove the custom text.

Compatibility with Jira automation for email notifications

If you’ve set up an automation rule to send email notifications from your service project and have also enabled email signature hiding, you may need to make an adjustment to your automation rule to make sure that hiding works well. To do this:

1. Go to the automation rule you’ve created for sending email.

2. Check the content section. Make sure you add the string .substringBefore("{adf") after your smart value. For example, if your smart value is {{issue.description}}, then change it to {{issue.description.substringBefore("{adf")}}

This will ensure that the email signature, in JSON format, in your automated emails will be hidden. It will have no effect on emails that don’t contain an email signature in JSON format.