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

[Paul O'Rorke]

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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