[rt-users] Stripping copied parts of email before saving as comment or reply

[Ruslan Zakirov]

Take a look at Text::Quoted and HTML::Quoted and how they used in RT 3.8.8
and 4.0.0.

Regards, Ruslan. From phone.
23.02.2011 5:29 пользователь "Paul O'Rorke" <paul at paulororke.net>
написал:
> Any thoughts out there on how to achieve this?
>
> I don't want fancy Google Style expanding conversation boxes, I'd
> rather just strip the reply parts of the email from the ticket so the
> ticket records only what is new. I started looking at the Perl
> MIME::Parser
> <http://search.cpan.org/%7Edskoll/MIME-tools-5.501/lib/MIME/Parser.pm>
> but that is a whole can of worms and I don't know Perl...
>
> Does anyone have any suggestions where to start?
>
>
> <http://search.cpan.org/%7Edskoll/MIME-tools-5.501/lib/MIME/Parser.pm>
> Paul O'Rorke
>
> paul at paulororke.net <mailto:paul at paulororke.net>
> home.: (250) 483 1456
> cell.: (250) 732 7022
>
>
> On 11-02-16 05:56 AM, Paul D. O'Rorke wrote:
>> Hi,
>>
>> I'm running 3.8.4. We use RT to track software bugs that go to a
>> software development team.
>>
>> I want to stick with RT (getting pressure to change) because once
>> proven we wish to expand it's scope to include customer support
>> request tracking. Much of what I want in a customer support ticket
>> should never make it's way into a bug report. The biggest issue I
>> have with using RT for the customer support is the history that is in
>> each email making the tickets large and unwieldy. This appears to be
>> addressed with the proposed extension I found referred to in the email
>> below. I found this while searching the mailing list archives.
>>
>> I'd rather try this now than wait for 4.0 because unless I can show RT
>> effectively doing what we want the decision will be taken out of my
>> hands and we'll get lumped with some proprietary cr@? I cannot simply
>> trim the emails, this has to work with email message/reply.
>>
>> So is it possible to get the trim/hide extension below or is it
>> already available and I'm just missing it?
>>
>> Regards
>>
>> On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote:
>>
>> >
>> >
>> >> If you want to see the core version, it is now live on
>> >> issues.bestpractical.com. The plugin for 3.8 will hopefully get
>> >> released this week, but we're busy trying to release lots of things.
>> >
>> >
>> > Thanks - I've never installed an extension for RT. Would be able to
>> point me
>> > the right direction for instructions? I rather install it for 3.8
>> than wait
>> > for 4.0.
>> « [hide part of quote
>> <http://old.nabble.com/forum/ViewPost.jtp?post=30581461&framed=y#>]
>> « [hide part of quote
>> <http://old.nabble.com/forum/ViewPost.jtp?post=30581461&framed=y#>]
>> You should read the README once the extension has been released. It
>> covers installation of plugins.
>>
>> -kevin
>>
>> > > We have an extension to do this that we're working to get released.
>> > > (And it's already built in to 4.0)
>> > > - Show quoted text -
>>
>>
>>
>> --
>> Paul O'Rorke
>>
>> paul at paulororke.net <http://mailto:paul@paulororke.net>
>> Home .: +1 (250) 483 1456
>> Mobile.: +1 (250) 709 7740
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