[rt-users] Eliminating quoted text in email & web replies

[Josiah Philipsen]

I have been trying to watch this ticket to see if someone has a solution,
but there have not been any replies. Does anyone know how to remove the
quoted text in an email sent to RT, so the tickets don't get as flooded.

Thanks,
Josiah

On Mon, Jul 27, 2015 at 6:08 PM, Subjected <subjected at subjectedtochange.com>
wrote:

> Is there any way to remove or delete quoted text in email replies or
> replies from the self-service web interface?
>
> Whenever a user replies to a ticket notification, usually their email
> client quotes the original text. When the reply is received by RT and
> notifications sent to ticket owners, it includes the quoted text. This ends
> up making a real mess of replies and becomes difficult to see the new
> information.
>
> I can see in the web interface how RT tries to hide the quoted text. This
> helps with the web interface and self-service, but email updates are still
> are polluted with unnecessary quoted text from previous replies.
>
> We include this text in the top of our email templates:
>
> "## For best results, when replying to this email, first DELETE the quoted
> message body before entering your reply ##"
>
> But most users ignore those instructions.
>
> Is there any way to force RT to delete any quoted text for an update from
> a prior RT email notification?
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20150810/d89f6f53/attachment.htm>