[rt-users] Ticket reply de-duplication?

Viet Nguyen vietnguyen at gmail.com
Mon Jun 29 15:01:52 EDT 2015


Hi everyone,

Whether we use the mailgateway or responding via the web interface, it
appears that the original message is quoted in the body of the reply, which
I understand is what is customary for e-mail communication. However, when
the reply count increases, the content of each record balloons. It does so
to the point that some tickets timeout when attempting to load.

Given that RT saves and displays the main messages, it seems that saving
the quoted messages in each transaction is redundant. Is there a way to
strip the quoted parts of the messages automatically?

Thanks,
Viet
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