[rt-users] Removing Inline History from RT ticket

[ktm at rice.edu]

On Sat, Jul 23, 2011 at 01:12:56AM +0100, Naresh Maharaj wrote:
> Hi All
> 
> Does anyone know how to remove the INLINE  history from ticket updates.
> By this I mean text like the following:
> 
> 
> On Wed Jun 29 12:59:29 2011, JeffreyWxxx at xxxxxx.co.uk wrote:
> >
> > Good afternoon ....many thanks for prompt delivery, however it seems
> > that 17 ½" collar would be better ....are they in stock ?
> >
> >
> > Jeffrey L
> > MANAGING DIRECTOR.
> >
> 
> 
> It is totally redundant as the text is already in the ticket
> chronologically.
> 
> Note that setting $MaxInlineBody will not be useful as long messages which
> include INLINE History plus latest message will exceed the   $MaxInlineBody
> value and NONE of the message will be visible.
> 
> 
> Regards
> 
> 
> Naresh
> -- 
> Naresh Maharaj,
> 
> Katsuma Limited
> email: info at hewittandmay.com
> web: http://www.hewittandmay.co.uk

Hi Naresh,

I think you just need to edit the appropriate templates to say what you
would like to say. It is not however neccessarily redudant since the
message may not be correctly signed or attributed (a.k.a. forged) and
without the tagline, people reading the Email will not know who actually
updated the ticket. The very first time someone forges a response and
causes a real problem you will be explaining to people "How could that
have happened?"

Cheers,
Ken