If I understand it, there isn't any metadata in the email that delimits the start of the reply part, so you are dependent on whatever characters or formatting the email client puts in there. If you have a pretty homogenous email environment, that might allow you to do a decent job, but not with 100% accuracy. If most of the email "conversation" involves the Remedy system as one party, you might consider injecting a string of some kind that you use as your own delimiter when you send out emails. That way, you can look for the first occurrence of that string and break the message apart based on that. HTH, Davin Davin Lindner-Green
[EMAIL PROTECTED] Office: +1.303.948.1014 Rapid Technologies Inc. * BMC Level 1 Support Partner * BMC Software Solutions Partner * BMC Education Partner * Remedy On Demand - Hosted ITSM Solutions ** www.raptek.com <http://www.raptek.com/> ** ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Wednesday, March 19, 2008 8:55 AM To: arslist@ARSLIST.ORG Subject: Remove Email Trail ** 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. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
