Tickets -> Breaklines -> Collapse at breakline instead of snip

MattM

We seem to be getting more and more blank ticket replies.

It looks like it happens when someone replies to one of our emails, and puts something under the ticket details or if they reply under "-----Original Message----" or whatever their email client puts up as they reply..

Is there anything we can do to get these, or just something you kinda have to live with?

craigbrass · 01-02-2008, 09:57 AM

What version are you running?

**Jamie Edwards** · 01-02-2008, 10:01 AM

Hi Matt,

Unfortunatly this is how the breakline parser works - it snips everything under the breakline. You could turn off the breakline parser rules or live with it, I am afraid. It is difficult to come up with a better solution.

One proposal I have is that there is an option not to snip at the breakline, but to collapse at the breaklines (so they can be expanded at the UI). I'll discuss this with Varun.

MattM · 10:04 AM

Version: 3.11.01 Build Type: STABLE

Quote:

Originally Posted by Jamie Edwards

One proposal I have is that there is an option not to snip at the breakline, but to collapse at the breaklines (so they can be expanded at the UI). I'll discuss this with Varun.

sounds like a good idea..

atDev · 05-02-2008, 03:24 AM

The collapse would work, but I don't think this is ideal. It would load your database with a lot of nonsense not needed and eventually create a huge DB.

Ideally you would just check if the reply is blank, and if so fall back on the next breakline in the message.

We custom coded this in along with regex and it works nicely.

atDev · 05-02-2008, 03:25 AM

Oh Matt, by the way, you can check the parser log to get the reply if you don't want to ask the user to send their reply again.

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craigbrass Offline Senior Member Posts: 4,947 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	01-02-2008, 09:57 AM What version are you running? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

atDev Offline Member Posts: 81 Join Date: Jan 2007	05-02-2008, 03:24 AM The collapse would work, but I don't think this is ideal. It would load your database with a lot of nonsense not needed and eventually create a huge DB. Ideally you would just check if the reply is blank, and if so fall back on the next breakline in the message. We custom coded this in along with regex and it works nicely.

atDev Offline Member Posts: 81 Join Date: Jan 2007	05-02-2008, 03:25 AM Oh Matt, by the way, you can check the parser log to get the reply if you don't want to ask the user to send their reply again.