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/%7Edskoll/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/%7Edskoll/MIME-tools-5.501/lib/MIME/Parser.pm>
Paul O'Rorke
[email protected] <mailto:[email protected]>
home.: (250) 483 1456
cell.: (250) 732 7022
On 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
[email protected] <http://mailto:[email protected]>
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740
