RE: [rt-users] Hide email quoted text
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. This would be handy, and a previously requested feature at least once before. There was some debate last time about wether or not it was a good idea. I think the conclusion was that it would be handy, esp. if you could retrieve the entire ticket if you wanted (For documentation purposes). Here is a previous conversation I started: http://archives.free.net.ph/message/20051231.225018.128b0849.en.html Any chance you are a programmer and can help out with the feature with a patch? duncan ___ 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
RE: [rt-users] Hide email quoted text
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: rt-users@lists.bestpractical.com 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
Re: [rt-users] Hide email quoted text
If instead you try to automate removal of quoted text, you get people like me complaining that you can't do inline replies, Simplest thing here is to remove quoted lines - but only in a contiguous block at the end of the message. That'll nuke 90-95% of the problem, based on my (admittedly rather limited) experience with top-posters. /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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
RE: [rt-users] Hide email quoted text
Simplest thing here is to remove quoted lines - but only in a contiguous block at the end of the message. That'll nuke 90-95% of the problem, based on my (admittedly rather limited) experience with top-posters. Sounds good to me. Guess we'd need to define how many lines constitute a contiguous block. So.. who's gonna submit a patch? :) ill help test! duncan ___ 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
