Do not show e-mail trail on received e-mail

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jff
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Do not show e-mail trail on received e-mail

Post by jff »

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.
reneeb
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Re: Do not show e-mail trail on received e-mail

Post by reneeb »

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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