When I look at our tickets zoom-view it is very difficult to keep track of everything because in each article the whole mail is included and contains all previous dialogue with the customer. This info is also present in the previous articles and after a longer dialogue - then last article is a longer story that repeats what all the other articles are telling.
I would like to discard all "old" information from an incoming mail. I have seen other helpdesk solution handle this by inserting a "divider" og "line" that marks the border between the new and old information. This could be something like:
"----- Do not write below this line -----"
And then the helpdesk would ignore anything below this line and only update the tickets with the new information.
Is this possible with OTRS?
I have been googling all day for a solution on this - and found exciting solutions for various other things - but not anything about cutting/splitting/dividing incoming mails of discarding parts of them. I have also searched the sysconfig and looked through all settings for the postmaster-part.
Maybe i just dont know the right word for this kind of functionality. So what i am asking is ... will you help me google this?
.. Or better yet, do you know if and how this is possible?Thank you
Mads Toustrup