Thanks for the information and I will see what I can do about getting a request for a new feature off.
Thanks, Josiah On Tue, Aug 11, 2015 at 6:30 AM, Joseph D. Wagner <j...@josephdwagner.info> wrote: > I don't think the solution is to have Microsoft, Apple, IBM, Gmail, Yahoo, > Hotmail, AOL, etc rewrite their MUA's. I think the solution is a new > feature to RT. > > RT is already parsing and filtering quoted text on the website. It should > be only a moderate amount of development effort to do the same thing before > sending out emails. > > I would recommend contacting the developers about this as a new feature > request. > > Joseph Wagner > > From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On > Behalf Of Guadagnino Cristiano > Sent: Tuesday, August 11, 2015 3:28 AM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Eliminating quoted text in email & web replies > > Hi Josiah, > we have the same problem. > > I don't think RT can do anything about this problem, as MUAs used several > different ways to indicate quoted text. > The worst of all is Outlook, and in fact RT very often cannot correctly > identify quoted text when coming from it. > > So I have been thinking (since a long time) that there should be a way to > tell MUAs not to quote. I don't know why nobody thought this before. > I am thinking about a new mail header that tells the MUA not to quote text > when replying to a message. > This header could be used by all kinds of automated softwares that use > email to communicate bi-directionally, like RT. > > MUAs could then decide what to do: blindly obey the header or ask the user > or use some pre-configured parameter or... any of a number of possibilities. > > I was thinking about sending an RFC to request implementation of this new > header, but finally I decided otherwise for a number of reasons. > > First, sending an RFC seems a complicated issue. Second, I have very > little time to understand how this is done and then to do it. Third, it > would be a very slow process before the RFC is approved (*if* it is > approved) and implemented by a good number of MUAs. > > I am sharing these thought because maybe someone will find it a worthwhile > idea and decide to go on and present an RFC to the IETF. Who knows? > > TIA > Cris > > > On 10/08/2015 22:55, Josiah Philipsen wrote: > I have been trying to watch this ticket to see if someone has a solution, > but there have not been any replies. Does anyone know how to remove the > quoted text in an email sent to RT, so the tickets don't get as flooded. > > Thanks, > Josiah > > On Mon, Jul 27, 2015 at 6:08 PM, Subjected < > subjec...@subjectedtochange.com> wrote: > Is there any way to remove or delete quoted text in email replies or > replies from the self-service web interface? > > Whenever a user replies to a ticket notification, usually their email > client quotes the original text. When the reply is received by RT and > notifications sent to ticket owners, it includes the quoted text. This ends > up making a real mess of replies and becomes difficult to see the new > information. > > I can see in the web interface how RT tries to hide the quoted text. This > helps with the web interface and self-service, but email updates are still > are polluted with unnecessary quoted text from previous replies. > > We include this text in the top of our email templates: > > "## For best results, when replying to this email, first DELETE the quoted > message body before entering your reply ##" > > But most users ignore those instructions. > > Is there any way to force RT to delete any quoted text for an update from > a prior RT email notification? > > > >