You will either end up with redundant data or complaining users. If you beat your users over the head with the policy to remove previous text when replying, they won't do it about 10% of the time. If instead you try to automate removal of quoted text, you get people like me complaining that you can't do inline replies, such as:
---------------------- > Where should this go? We can put it on box01.corp. > Do we need a backup instance? No, this is unimportant data. > I'd like to see this done by tomorrow, and if that isn't possible, the next day at the latest. You're insane! You'll be lucky to get this in two weeks. ---------------------- If you only ever use the email interface and not the web interface, and didn't save the email you sent, when you get the reply, it might not make sense without the context of the quoted text. Then there is also the trickiness of people who reply (like I just did) and have the feature to quote previous text turned off. Eric Schultz United Online -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Barry L. Kline Sent: Monday, July 17, 2006 8:52 AM To: Undisclosed-recipients Cc: [email protected] Subject: Re: [rt-users] Hide email quoted text John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
