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Any thoughts out there on how to achieve this? <br>
<br>
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 <a
href="http://search.cpan.org/%7Edskoll/MIME-tools-5.501/lib/MIME/Parser.pm">MIME::Parser</a>
but that is a whole can of worms and I don't know Perl...<br>
<br>
Does anyone have any suggestions where to start?<br>
<br>
<br>
<a
href="http://search.cpan.org/%7Edskoll/MIME-tools-5.501/lib/MIME/Parser.pm"></a>
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Paul O'Rorke<br>
<p><a href="mailto:paul@paulororke.net">paul@paulororke.net</a><br>
home.: (250) 483 1456<br>
cell.: (250) 732 7022<br>
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<br>
On 11-02-16 05:56 AM, Paul D. O'Rorke wrote:
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<div style="font-family: Times New Roman; font-size: 12pt; color:
rgb(0, 0, 0);">Hi,<br>
<br>
I'm running 3.8.4. We use RT to track software bugs that go to
a software development team.<br>
<br>
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.<br>
<br>
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.<br>
<br>
So is it possible to get the trim/hide extension below or is it
already available and I'm just missing it?<br>
<br>
Regards<br>
<br>
On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote:
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> <br>
> <br>
>> If you want to see the core version, it is now live
on <br>
>> issues.bestpractical.com. The plugin for 3.8 will
hopefully get <br>
>> released this week, but we're busy trying to
release lots of things. <br>
> <br>
> <br>
> Thanks - I've never installed an extension for RT.
Would be able to point me <br>
> the right direction for instructions? I rather install
it for 3.8 than wait <br>
> for 4.0. </div>
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You should read the README once the extension has been released.
It <br>
covers installation of plugins. <br>
<br>
-kevin <br>
<br>
> > We have an extension to do this that we're working to
get released. <br>
> > (And it's already built in to 4.0) <br>
> > - Show quoted text - <br>
<br>
<br>
<span><br>
-- <br>
<span style="font-family: verdana,helvetica,sans-serif;
font-weight: bold;">Paul O'Rorke</span><br
style="font-family: verdana,helvetica,sans-serif;">
<br style="font-family: verdana,helvetica,sans-serif;">
<a moz-do-not-send="true" style="font-family:
verdana,helvetica,sans-serif;"
href="http://mailto:paul@paulororke.net">paul@paulororke.net</a><br
style="font-family: verdana,helvetica,sans-serif;">
<span style="font-family: verdana,helvetica,sans-serif;">Home
.: +1 (250) 483 1456</span><br style="font-family:
verdana,helvetica,sans-serif;">
<span style="font-family: verdana,helvetica,sans-serif;">Mobile.:
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