Handling emails - cropping out previous tickets

adrianmarsh · 2012-07-06 18:17:57

Hi,

I just wondered how/if any/ progress is going with having the ability to parse emails collected by the Receivers, so that Replied tickets to the helpdesk have their previous contents filtered out.

I know I've asked about this before, but having just gone to 0.83.2, and having had the need for this since being on 0.7x.x, I'm wondering if its even in the pipeline.

I now have one ticket where the Requester has replied so many times (with one line answers), so that if I try to view that ticket it hogs the system so much processing the data that everyone has to wait until its done (and its a 64bit, 8Gb RAM system)...

To be clear I'm talking about the ability to spot previous emails from the helpdesk within a Replied email, and filter that content out:

eg, For someone hitting reply to a Followup:

"heres a reply to the ticket... a simply one liner...

---- GLPI001234 DO NOT EDIT BELOW HERE ------
blah
blah... 100's of lines of info from the previous Follow-up
---- GLPI001234 END ------
"

... so that the single line would be the "heres a reply..." and not include the GLPI blah entries.

Almost every other helpdesk system I've seen implements this in some form.

remi · 2012-07-06 18:25:37

Patch welcome....

It's really something complex, especially with HTML mail..., so much different messaging clients, ... so much answering mode (top, inline, ...)

Best solution : learn your user to answer correctly, without quoting the full message.

adrianmarsh · 2012-07-06 18:47:01

Hi Remi,

I can appreciate that it's difficult, but getting end users to manually edit each and every reply they send to the Helpdesk just isn't practical, especially if they're working from mobiles and tablets. I may as well just remove email pickup and force them via www.

The Helpdesk doesn't need to parse the HTML though, it just needs to drop anything past a recognised phrase in the email. It converts it to txt anyway right ?

I would happily drop HTML email completely in favour of this if it complicates it that much.

remi · 2012-07-06 18:49:01

> I would happily drop HTML email completely in favour of this if it complicates it that much.

I agree, and in fact, I absolutly never use HTML in my mail.

But, HTML notification is one of the most wanted feature...

adrianmarsh · 2012-07-06 18:49:19

But to get the question answered... Are you saying this isn't even in the 'todo' ?

remi · 2012-07-06 18:55:21

It's on the roadmap
https://forge.indepnet.net/issues/3246

And I wish a good luck the developer of this feature...

danh · 2012-07-06 19:04:32

adrianmarsh wrote:

> I would happily drop HTML email completely in favour of this if it complicates it that much.

I would be in favor of dropping the HTML email for this.

What about an option for HTML with no parse and plain text with?

adrianmarsh · 2012-07-17 19:12:34

So - how do we escalate/progress this ? I've had a further 2 more tickets today where I have to wade through the email padding to get to each follow-up.

'educating the users' just doesn't work, especially if they're repying by email from a mobile or tablet where its not easy to edit out the excess.

This has to be done inside GLPI.

adrianmarsh · 2013-02-11 17:22:00

So - still no progress on this ?

Checking the feature, its been in for over 18 months, targeted for 0.84, but theres no activity showing on it.

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#1 2012-07-06 18:17:57

Handling emails - cropping out previous tickets

#2 2012-07-06 18:25:37

Re: Handling emails - cropping out previous tickets

#3 2012-07-06 18:47:01

Re: Handling emails - cropping out previous tickets

#4 2012-07-06 18:49:01

Re: Handling emails - cropping out previous tickets

#5 2012-07-06 18:49:19

Re: Handling emails - cropping out previous tickets

#6 2012-07-06 18:55:21

Re: Handling emails - cropping out previous tickets

#7 2012-07-06 19:04:32

Re: Handling emails - cropping out previous tickets

#8 2012-07-17 19:12:34

Re: Handling emails - cropping out previous tickets

#9 2013-02-11 17:22:00

Re: Handling emails - cropping out previous tickets

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