Hi,
I have a problem that the client always reply email when quoted text.
But the quoted text is actually stored in the ticket so that it is
duplicated. Is there any settings/functions to hide those quoted text,
like gmail does? It would be a useful feature I think.
Best regards,
John Lau
John Lau Chi Fai
Cluster Technology Ltd.
cflau@clustertech.com
I have a problem that the client always reply email when quoted text.
But the quoted text is actually stored in the ticket so that it is
duplicated. Is there any settings/functions to hide those quoted text,
like gmail does? It would be a useful feature I think.
This would be handy, and a previously requested feature at least once
before. There was some debate last time about wether or not it was a
good idea. I think the conclusion was that it would be handy, esp. if
you could retrieve the entire ticket if you wanted (For documentation
purposes).
Here is a previous conversation I started:
http://archives.free.net.ph/message/20051231.225018.128b0849.en.html
Any chance you are a programmer and can help out with the feature with a
patch?
duncan
John Lau wrote:
Hi,
I have a problem that the client always reply email when quoted text.
But the quoted text is actually stored in the ticket so that it is
duplicated. Is there any settings/functions to hide those quoted text,
like gmail does? It would be a useful feature I think.
Hi John.
I agree with you concerning the duplicate text. I have tried
encouraging the users to properly trim email (not only to RT but to
everyone) but most just hit the “reply” button and start typing.
One solution that I have been considering is having the quoted text
pulled out of the email before delivery to RT. I can do that via a
simple procmail script. Perhaps that might be one way of doing what
you are trying to accomplish without having to do any customizations to
your RT installation.
Barry
You will either end up with redundant data or complaining users. If you
beat your users over the head with the policy to remove previous text
when replying, they won’t do it about 10% of the time. If instead you
try to automate removal of quoted text, you get people like me
complaining that you can’t do inline replies, such as:
Where should this go?
We can put it on box01.corp.
Do we need a backup instance?
No, this is unimportant data.
I’d like to see this done by tomorrow, and if that isn’t possible, the
next day at the latest.
You’re insane! You’ll be lucky to get this in two weeks.
If you only ever use the email interface and not the web interface, and
didn’t save the email you sent, when you get the reply, it might not
make sense without the context of the quoted text. Then there is also
the trickiness of people who reply (like I just did) and have the
feature to quote previous text turned off.
Eric Schultz
United OnlineFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Barry L.
Kline
Sent: Monday, July 17, 2006 8:52 AM
To: Undisclosed-recipients
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hide email quoted text
John Lau wrote:
Hi,
I have a problem that the client always reply email when quoted text.
But the quoted text is actually stored in the ticket so that it is
duplicated. Is there any settings/functions to hide those quoted text,
like gmail does? It would be a useful feature I think.
Hi John.
I agree with you concerning the duplicate text. I have tried
encouraging the users to properly trim email (not only to RT but to
everyone) but most just hit the “reply” button and start typing.
One solution that I have been considering is having the quoted text
pulled out of the email before delivery to RT. I can do that via a
simple procmail script. Perhaps that might be one way of doing what
you are trying to accomplish without having to do any customizations to
your RT installation.
Barry
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If instead you try to automate removal of quoted text, you get people
like me complaining that you can’t do inline replies,
Simplest thing here is to remove quoted lines - but only in a
contiguous block at the end of the message.
That’ll nuke 90-95% of the problem, based on my (admittedly rather
limited) experience with top-posters.
/~\ The ASCII der Mouse
\ / Ribbon Campaign
X Against HTML mouse@rodents.montreal.qc.ca
/ \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B
Simplest thing here is to remove quoted lines - but only in a
contiguous block at the end of the message.That’ll nuke 90-95% of the problem, based on my (admittedly rather
limited) experience with top-posters.
Sounds good to me. Guess we’d need to define how many lines constitute
a contiguous block.
So… who’s gonna submit a patch? 
ill help test!
duncan
Hi,
really a good idea, i will also do lots of testing if someone post a patch
TorstenVon: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Duncan
Shannon
Gesendet: Montag, 17. Juli 2006 22:10
An: der Mouse; rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Hide email quoted text
Simplest thing here is to remove quoted lines - but only in a
contiguous block at the end of the message.That’ll nuke 90-95% of the problem, based on my (admittedly rather
limited) experience with top-posters.
Sounds good to me. Guess we’d need to define how many lines constitute
a contiguous block.
So… who’s gonna submit a patch? ill help test!
duncan
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
We’re hiring! Come hack Perl for Best Practical: