Forum GLPI-Project

adrianmarsh

Member

Registered: 2006-08-28

Posts: 379

Email reply splits

Hi,

Does anyone know when GLPI will have the ability to split email replies up automatically?
I've been waiting on that feature for quite a while (since email recievers first came in!)

Users constantly hit Reply to the GLPI emails, put their text at the top, and of course then the GLPI ticket follow-ups fill up with copies after copies of the email chain of replies as GLPI reads those updates back in.

GLPI really should be able to put a marker in the email, and then chop anything below that back out if necessary.

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GLPI 0.83.91/CENTOS5 - OCS 1.01/Win2003

adrianmarsh

Member

Registered: 2006-08-28

Posts: 379

Re: Email reply splits

Anyone have a solution for this ?  This is my only major gripe about GLPI...

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GLPI 0.83.91/CENTOS5 - OCS 1.01/Win2003

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Email reply splits

You need to explain and educate your users.

It's impossible to technicly have a strong way to do this.

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

adrianmarsh

Member

Registered: 2006-08-28

Posts: 379

Re: Email reply splits

Hi JMD,

So this has been looked at already then ?

JIRA does this...
Nethelpdesk does this...
I even have a ticket open with Western Digital, and their helpdesk system says this in its emails:

To update this question by email, please reply to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded.

[===> Please enter your reply BELOW this line <===]




[===> Please enter your reply ABOVE this line <===]

So why is this difficult to do in GLPI?  It already has the IMAP/POP interfaces... it already knows how to associate an email to a ticket.... The only part missing is how to filter out the previous data.

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GLPI 0.83.91/CENTOS5 - OCS 1.01/Win2003

danh

Member

From: Chicago, USA

Registered: 2012-03-08

Posts: 546

Website

Re: Email reply splits

I agree.  This should be a crucial implementation.  I have used h2desk and their system also has a marker

----------Reply above this line-----------

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Thanks,
Dan