Removing quoted email text

RT Users
1

I have rt 2.0.15 with fast cgi and a mysql backend.

I was wondering if one could have all the quoted email text stripped out
and not saved or sent? This is due to the fact that we have a high volume
of emails where the replies of one person includes all the previous email?
Ideally on ticket creation I would not strip out the quoted material (since
that is likely to be a fwd of new data) and then start stripping out all
other quoted material since it is probably just their mail client auto
quoting the last email.

Has any one done this? or tackled this problem?

John

<>< Proverbs 3:5 “Trust in the Lord with all your heart and lean not on
your own understanding;”

2

John Gedeon wrote:

I was wondering if one could have all the quoted email text stripped out
and not saved or sent? This is due to the fact that we have a high volume
of emails where the replies of one person includes all the previous email?
Ideally on ticket creation I would not strip out the quoted material (since
that is likely to be a fwd of new data) and then start stripping out all
other quoted material since it is probably just their mail client auto
quoting the last email.

Horses for courses; I’d recommend using procmail (or similar) to
do this before rt-mailgate gets hold of the message.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

I was wondering if one could have all the quoted email text stripped out
and not saved or sent? This is due to the fact that we have a high volume
of emails where the replies of one person includes all the previous email?

That sounds like you have an environment where people are continually
using MS (spit, ptoui) Outlook and similar mailers. By default, these
mailers encourage people to top-post, and to leave all the ‘quoted’ reply
text at the bottom.

However, in such an environment, you have two things in your favour. The
first is that the MS (spit, ptoui) default idea of ‘quoting’ a previous
message is to have it not indented by anything at all. Thus, the ‘quoted’
text is just the same as the text that they received.

Secondly, RT by default won’t quote any text after a .signature separator,
being '-- ’ on a line of its own (ref lib/RT/Attachment.pm and
lib/RT/Transaction.pm) .

Thus, you can limit the excessive quoting of previous messages, by
ensuring that your .signatures (as stored by RT in your per-User
preferences, and put at the bottom of each reply) has a line of '-- '.

However, the long term solution is to hit them repeatedly over the head
with multiple copies of RFC1855, Netiquette Guidelines, until they cease
such annoying behaviour.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security