Mark, We do this now, almost exactly as you have described. Most of our incoming email comes from Outlook clients or Blackberries, and each of these (in the plain-text version of the message) prepends five dashes, the phrase "Original Message" and another five dashes before the included text. There are a couple of variations on this, so we have a separate filter for each email client.
The filters look for that "----- Original Message -----" string in the message body and set an integer field to the start of the string using STRSTR(). Then set a character field to LEFT($Plain Text Body$, $Integer Field$). Push your character field into the work info instead of the full message. Works just fine. You might need some variations depending on where the replies come from and people's preferences for replying before or after the original text, but every one you can process keeps more junk out of the database..... Doug ...... Original Message ....... On Wed, 19 Mar 2008 10:54:52 -0400 "Brittain, Mark" <[EMAIL PROTECTED]> wrote: >** >HI All, > >I have a process when an email comes into Remedy (AR System Email Messages), I push it to a customer email form if there is a Request ID in the subject line. Next I grab just the Request ID, search for the Trouble Ticket and if there is a match, push the email to the Work Log of the ticket. If the incoming email is part of a long string, the Work Log gets real ugly. What I would like to do is grab just the new part and put in the work log. > >In the case of a reply, is there way to identify where the reply ends and the original email begins. Depending on the email client, it looks like there could be different separators. > >Thanks >Mark > >This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ Doug Blair Remedy Skilled Professional doug <at> blairing <dot>com +1 224-558-5462 Sent from my Treo, usual caveats apply _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
