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

[Josiah Philipsen]

Thanks for the information and I will see what I can do about getting a
request for a new feature off.

Thanks,
Josiah

On Tue, Aug 11, 2015 at 6:30 AM, Joseph D. Wagner <joe at josephdwagner.info>
wrote:

> I don't think the solution is to have Microsoft, Apple, IBM, Gmail, Yahoo,
> Hotmail, AOL, etc rewrite their MUA's.  I think the solution is a new
> feature to RT.
>
> RT is already parsing and filtering quoted text on the website.  It should
> be only a moderate amount of development effort to do the same thing before
> sending out emails.
>
> I would recommend contacting the developers about this as a new feature
> request.
>
> Joseph Wagner
>
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Guadagnino Cristiano
> Sent: Tuesday, August 11, 2015 3:28 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Eliminating quoted text in email & web replies
>
> Hi Josiah,
> we have the same problem.
>
> I don't think RT can do anything about this problem, as MUAs used several
> different ways to indicate quoted text.
> The worst of all is Outlook, and in fact RT very often cannot correctly
> identify quoted text when coming from it.
>
> So I have been thinking (since a long time) that there should be a way to
> tell MUAs not to quote. I don't know why nobody thought this before.
> I am thinking about a new mail header that tells the MUA not to quote text
> when replying to a message.
> This header could be used by all kinds of automated softwares that use
> email to communicate bi-directionally, like RT.
>
> MUAs could then decide what to do: blindly obey the header or ask the user
> or use some pre-configured parameter or... any of a number of possibilities.
>
> I was thinking about sending an RFC to request implementation of this new
> header, but finally I decided otherwise for a number of reasons.
>
> First, sending an RFC seems a complicated issue. Second, I have very
> little time to understand how this is done and then to do it. Third, it
> would be a very slow process before the RFC is approved (*if* it is
> approved) and implemented by a good number of MUAs.
>
> I am sharing these thought because maybe someone will find it a worthwhile
> idea and decide to go on and present an RFC to the IETF. Who knows?
>
> TIA
> Cris
>
>
> On 10/08/2015 22:55, Josiah Philipsen wrote:
> 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?
>
>
>
>
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