[rt-users] Remove quotations in emails

Haim Dimer hdimer at prolexic.com
Thu Dec 8 14:20:35 EST 2005


Dear RT folks,

We use RT for tracking our support calls. We communicate with the  
customer by emails that go through RT. We are having an issue because  
of the email quotation system. Example:

---Ticket Created ---

Hi, we have a problem with our servers. Please help

---Tech replies ----

Which server are you talking about?

On Dec 8th 2005, customer via RT wrote

 > Hi, we have a problem with our servers. Please help
 >
--- Customer replies----

The problem is with our web server. Can you help?

On Dec 8th 2005, techie via RT wrote
 >Which server are you talking about?
 >
 >On Dec 8th 2005, customer via RT wrote
 >
 >> Hi, we have a problem with our servers. Please help
 >>
--- and so on ...

Now RT stores each message as an added reply in the ticket  
description. We end up with very long tickets that are cluttered with  
indented replies.

One solution we thought about is getting rid of whatever follows the  
">" sign. Where can we insert our code to make it work? Also, how can  
we make sure this snippet of code does not get overwritten at the  
next RT upgrade?

Thank you for the help.

Haim Dimer
Systems Administrator
Prolexic Technologies



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