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

[Joby Walker]

Stripping history like this isn't as easy as you think.  There are many 
email clients (mostly webclients) that don't handle the history block 
well, and will wrap lines of history without indenting them.  And if 
someone replies inline stripping the history can make the response 
unintelligable.

We don't strip anything, but we do hide history.  In the history 
display, for each attachment, we wrap from the first quoted element to 
the end of the attachment in a Titlebox that's content is hidden by 
default.  So if the user wants to view the text all they need to do is 
expand the box.

If others are interested we can provide code.

jbw

Davin Flatten wrote:
> 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