I’m one of the RT admins at work, and the main feature I’m always asked about is the “–reply above this line” delimiter you see in most modern email-based ticket systems. I’ve done a lot of searching online, but I can’t find a way to implement this. I even looked for Linux tools that could do it–I thought I might be able to use such a tool before RT’s mail processor is called, so RT itself would only receive the email text above the delimiter. I’ve had no luck.
RT’s method of including the entire email, but automatically hiding quoted text, isn’t a great solution. The concerns I hear from users are mostly these:
- Some mail clients mess up the quoting, especially on longer mail threads. This can lead to random bits of old messages appearing, unquoted, in newer replies.
- Signatures aren’t quoted by most mail clients. You then get a reply, some quoted text, then the sender’s email signature. Some signatures can be long, or involve images, which makes history annoying to dig through and wastes space (on the screen and in the database).
- The signature can appear multiple times, as it may not be quoted properly in replies. An unquoted signature could show up two, or three, or five times on a single ticket reply. This makes the previous point even worse.
A delimiter fixes all this, by only putting the text above the line into the ticket. Everyone is asking me if there’s a way to have RT do this, but I’m unable to find anything. If this is possible, how? If not, how to you deal with the problems described above? Thank you.