Stripping copied parts of email before saving as comment or reply

RT Users
1

People often forward emails with an entire history back to RT multiple times.
RT tries to insert the whole thing every time. This is repetitive, and
eventually results in messages that are too big for RT to handle, so it adds
it as an attachment.

It would be nice if RT could strip the bits of the email that are already
part of the ticket.
Then the Ticket history would more-or-less match the email history

Is there any way that I can do this?

Thanks,
Laura
View this message in context: http://old.nabble.com/Stripping-copied-parts-of-email-before-saving-as-comment-or-reply-tp30524829p30524829.html

2

People often forward emails with an entire history back to RT multiple times.
RT tries to insert the whole thing every time. This is repetitive, and
eventually results in messages that are too big for RT to handle, so it adds
it as an attachment.

It would be nice if RT could strip the bits of the email that are already
part of the ticket.
Then the Ticket history would more-or-less match the email history

Is there any way that I can do this?

Earlier I read recently someone working on an gmail like quoted text
hider and then at the same time someone from BestPractical mentioned
they are working on an extension to get rid of this in a later version
of the software. I’ll see if I can dig up the thread. It had ajax in
the e-mail IIRC.

Thanks,

Dennis

Thanks,
Laura

View this message in context: http://old.nabble.com/Stripping-copied-parts-of-email-before-saving-as-comment-or-reply-tp30524829p30524829.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

3

Earlier I read recently someone working on an gmail like quoted text
hider and then at the same time someone from BestPractical mentioned
they are working on an extension to get rid of this in a later version
of the software. I’ll see if I can dig up the thread. It had ajax in
the e-mail IIRC.

Thanks,

Dennis

Simpler to find in my e-mail than I thought:

from Jesse Vincent
to Gary Greene
cc RT Users rt-users@lists.bestpractical.com
date Wed, Dec 8, 2010 at 8:38 AM
subject Re: [rt-users] Which files to edit to change how tickets are displayed?

I’m aiming at hiding the quoted replies in tickets (a la Gmail with the
ajax-y collapsible div). Which files would I need to modify?

We have an extension to do this that we’re working to get released.
(And it’s already built in to 4.0)

  • Show quoted text -
4

Earlier I read recently someone working on an gmail like quoted text
hider and then at the same time someone from BestPractical mentioned
they are working on an extension to get rid of this in a later version
of the software. I’ll see if I can dig up the thread. It had ajax in
the e-mail IIRC.

Thanks,

Dennis

Simpler to find in my e-mail than I thought:

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

5

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Thanks - I’ve never installed an extension for RT. Would be able to point me
the right direction for instructions? I rather install it for 3.8 than wait
for 4.0.

THanks

We have an extension to do this that we’re working to get released.
(And it’s already built in to 4.0)

  • Show quoted text -

View this message in context: http://old.nabble.com/Stripping-copied-parts-of-email-before-saving-as-comment-or-reply-tp30524829p30580423.html

6

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Thanks - I’ve never installed an extension for RT. Would be able to point me
the right direction for instructions? I rather install it for 3.8 than wait
for 4.0.

You should read the README once the extension has been released. It
covers installation of plugins.

-kevin

7

Hi,

I’m running 3.8.4. We use RT to track software bugs that go to a software development team.

I want to stick with RT (getting pressure to change) because once proven we wish to expand it’s scope to include customer support request tracking. Much of what I want in a customer support ticket should never make it’s way into a bug report. The biggest issue I have with using RT for the customer support is the history that is in each email making the tickets large and unwieldy. This appears to be addressed with the proposed extension I found referred to in the email below. I found this while searching the mailing list archives.

I’d rather try this now than wait for 4.0 because unless I can show RT effectively doing what we want the decision will be taken out of my hands and we’ll get lumped with some proprietary cr@? I cannot simply trim the emails, this has to work with email message/reply.

So is it possible to get the trim/hide extension below or is it already available and I’m just missing it?

Regards

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Thanks - I’ve never installed an extension for RT. Would be able to point me
the right direction for instructions? I rather install it for 3.8 than wait
for 4.0.
« [ hide part of quote ]
« [ hide part of quote ] You should read the README once the extension has been released. It
covers installation of plugins.

-kevin

We have an extension to do this that we’re working to get released.
(And it’s already built in to 4.0)

  • Show quoted text -

Paul O’Rorke

paul@paulororke.net
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740

8

Any thoughts out there on how to achieve this?

I don’t want fancy Google Style expanding conversation boxes, I’d
rather just strip the reply parts of the email from the ticket so the
ticket records only what is new. I started looking at the Perl
MIME::Parser
http://search.cpan.org/~dskoll/MIME-tools-5.501/lib/MIME/Parser.pm
but that is a whole can of worms and I don’t know Perl…

Does anyone have any suggestions where to start?

http://search.cpan.org/~dskoll/MIME-tools-5.501/lib/MIME/Parser.pm
Paul O’Rorke

paul@paulororke.net mailto:paul@paulororke.net
home.: (250) 483 1456
cell.: (250) 732 7022On 11-02-16 05:56 AM, Paul D. O’Rorke wrote:

Hi,

I’m running 3.8.4. We use RT to track software bugs that go to a
software development team.

I want to stick with RT (getting pressure to change) because once
proven we wish to expand it’s scope to include customer support
request tracking. Much of what I want in a customer support ticket
should never make it’s way into a bug report. The biggest issue I
have with using RT for the customer support is the history that is in
each email making the tickets large and unwieldy. This appears to be
addressed with the proposed extension I found referred to in the email
below. I found this while searching the mailing list archives.

I’d rather try this now than wait for 4.0 because unless I can show RT
effectively doing what we want the decision will be taken out of my
hands and we’ll get lumped with some proprietary cr@? I cannot simply
trim the emails, this has to work with email message/reply.

So is it possible to get the trim/hide extension below or is it
already available and I’m just missing it?

Regards

On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote:

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Thanks - I’ve never installed an extension for RT. Would be able to
point me
the right direction for instructions? I rather install it for 3.8
than wait
for 4.0.
« [hide part of quote
http://old.nabble.com/forum/ViewPost.jtp?post=30581461&framed=y#]
« [hide part of quote
http://old.nabble.com/forum/ViewPost.jtp?post=30581461&framed=y#]
You should read the README once the extension has been released. It
covers installation of plugins.

-kevin

We have an extension to do this that we’re working to get released.
(And it’s already built in to 4.0)

  • Show quoted text -

–
Paul O’Rorke

paul@paulororke.net http://mailto:paul@paulororke.net
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740

9

Take a look at Text::Quoted and HTML::Quoted and how they used in RT 3.8.8
and 4.0.0.

Regards, Ruslan. From phone.

написал:

10

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Hey,

Regarding hiding quotes replies in tickets all Ajax-like. What is
this extension called for 3.8 if it’s available?

Thanks,

Dennis

11

If you want to see the core version, it is now live on
issues.bestpractical.com. The plugin for 3.8 will hopefully get
released this week, but we’re busy trying to release lots of things.

Regarding hiding quotes replies in tickets all Ajax-like. What is
this extension called for 3.8 if it’s available?

The extension hasn’t been released yet, but the feature is in 4.0.

Thomas

12

The extension hasn’t been released yet, but the feature is in 4.0.

Thomas

ETA if I may ask?

Thank you,

Dennis

13

The extension hasn’t been released yet, but the feature is in 4.0.

Thomas

ETA if I may ask?

There isn’t one. We’re busy releasing 4.0, so it’s not a high priority.

Thomas