Hello Everyone,
I'm currently running 5.0.15 on a test environment and would like to know if it's possible to remove the trail mails from every new e-mail OTRS receives.
Basically what's going on is:
1 - I send an e-mail to customer from OTRS, using E-mail Outbound
2 - Customer replies to this e-mail
3 - OTRS adds customer reply to the ticket BUT keeps my first e-mail at the bottom, and keeps all previous e-mail as the conversation goes on.
This is causing me to have several articles with repeated and very long content.
I understand this behavior is somewhat default (outlook) but is there a way to have OTRS to add an article with the current e-mail and disregard the previous one?
Thanks.
Do not show e-mail trail on received e-mail
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Re: Do not show e-mail trail on received e-mail
There's no reliable way to find out what should be kept (your customer might cite your mail to answer questions) and what should be removed... And there are several ways how a mail client keeps the old mail (different html tags in HTML mails).
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