[rt-users] Stripping email history from reply mail body

Bill Bill at explosivo.com
Thu Feb 2 21:11:02 EST 2006

On Thu, 02 Feb 2006 18:30:32 -0500
Davin Flatten <flatten at ecs.umass.edu> spake:

> I don't know if this is possible or not, but has anyone figured out how 
> to strip out the original message body from reply messages.  What is 
> happening to us is when a ticket is a longer job each reply from our 
> users contains the original message sent to them.  If I don't strip this 
> by hand each new correspondence grows larger and the ticket history 
> becomes really difficult to read.  Do you think I could safely regex the 
> mail body in a scrip?  Maybe get rid of lines starting with '>'?
> Anyone have a solution already short of educating our users?
> Thanks!
> Davin Flatten

I've been wondering this same thing.  In my wonderings though I've
thought of a few times that it would be a problem.  Mostly with people
who insert answers throughout the reply.  If you stripped it out
automatically you'd lose the context of the answers.

A cool feature would be an option to "Clean up this message" or
something.  I know PERL, but have little insight into RT, and my
proportion of available time versus desire for this feature factored by
the initial learning curve is not correct yet.


Bill Chmura
Director of Internet Technology
Explosivo ITG
Wolcott, CT

p: 860.621.8693
e: bill at Explosivo.com
w. http://www.explosivo.com

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