Specify Delimiters in Email

RT Users
1

Our organization uses Outlook and when hitting reply to an RT-generated
email, the original email is displayed below the new message delimited
by
“-----Original Message-----” as shown below.

How do I have RT ignore everything from “-----Original Message-----” on
when adding another entry to the ticket history?

Thanks,

Ryan Roland

Information Technology
Division of Recreational Sports
Indiana University-----Original Message-----
From: Dennis _____ via RT [mailto:ithelp@wktkt.xxx.xxx]
Sent: Tuesday, September 28, 2004 2:16 PM
To: ____, Tobias W
Subject: RE: [XXX.XXX.XXX #429] ITHR from Tobias W @ Other @ 030

I looked over the speaker system on that unit and found it to be
unresponsive. I therefore removed the speakers and power supply from
that unit and will return with a “known good set” as soon as time
allows.

Dennis

2

  1. You can hack on Text::Quoted and learn it how to understand such
    quotation. Then RT will show it with different color.

  2. You don’t want delete cause it’s dangerouse. Users uses context
    answers with such qoutes.

  3. You may want to not show this on ticket history, then you can hack
    around html/Ticket/Elements/ShowHistory file.

  4. If you still want to delete it then you should hack RT a little
    around Email interface or Attchments creation code.

Roland, Ryan M wrote:

3

I used to use demime.pl to convert HTML e-mail to text. This
package also had a feature which made it easy to remove the
portion of the e-mail you are interested in.

http://scifi.squawk.com/demime.html

-ToddOn Wed, Sep 29, 2004 at 08:07:09AM -0500, Roland, Ryan M wrote:

Our organization uses Outlook and when hitting reply to an RT-generated
email, the original email is displayed below the new message delimited
by
“-----Original Message-----” as shown below.

How do I have RT ignore everything from “-----Original Message-----” on
when adding another entry to the ticket history?

Thanks,

Ryan Roland

Information Technology
Division of Recreational Sports
Indiana University

-----Original Message-----
From: Dennis _____ via RT [mailto:ithelp@wktkt.xxx.xxx]
Sent: Tuesday, September 28, 2004 2:16 PM
To: ____, Tobias W
Subject: RE: [XXX.XXX.XXX #429] ITHR from Tobias W @ Other @ 030

I looked over the speaker system on that unit and found it to be
unresponsive. I therefore removed the speakers and power supply from
that unit and will return with a “known good set” as soon as time
allows.

Dennis

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4
  1. You can hack on Text::Quoted and learn it how to understand such
    quotation. Then RT will show it with different color.

Well, since the original message is already in the history from the
previous correspondence, there is no real need to display it.

  1. You don’t want delete cause it’s dangerouse. Users uses context
    answers with such qoutes.

I would obviously check to see if the content of what is above the
delimiter is substantial content or not. I could also perform a check
on what is below the delimiter and if substantially different from the
previous correspondence, then include it.

  1. You may want to not show this on ticket history, then you can hack
    around html/Ticket/Elements/ShowHistory file.

So it will still sit in the DB, but parse it out at display time instead
of input time?

  1. If you still want to delete it then you should hack RT a little
    around Email interface or Attchments creation code.

So there’s nothing like an “input template” or anything which defines
how incoming mail is parsed and placed in the history? If hack on the
code I must, where might I look to do this? i.e. where is the email and
attachments code?

I wasn’t sure if there was a template type of solution to this or if
source hacking was the only answer.