Although I am one who likes to reply to an email by putting my reply at the top of the email (along with my signature), there are a lot of users out there that prefer to use the "standard" way which is to reply to an email at the bottom, after the quoted message.
As osticket is currently configured, when an incoming mail reply to a ticket arrives, osticket grabs all content from the top of the email and up to the "-- do not edit --" line. It therefore does not grab anything that exists below the quoted text.
So, for example, if I send in a blank reply to a ticket, I get something like this once it is processed by osticket:
On 10/8/09 10 AM, Support wrote:
>
Now, if I send in a reply with text above the "--do not edit--" line, I get something like:
Message written above.........blah blah blah
On 10/8/09 10 AM, Support wrote:
>
But, if I send in a reply using the email standard of replying below the original message such as:
On 10/8/09 10 AM, Support wrote:
> -- do not edit --
> Original message sent by osticket....
> More text sent by osticket.....
>
Message written below...... blah blah blah
Then, osticket processes this message as:
On 10/8/09 10 AM, Support wrote:
>
Meaning, I just lost all of that person's reply - especially if I follow the osticket recommended setting of "Delete messages from the email account" when checking mail.
Does anyone have any ideas about how to resolve this?
Could we put in two descriptors instead of one? IE:
-- do not edit below here --
-- do not edit above here --
And then have osticket just ignore everything between these two lines?
Suggestions? Mods?
Thanks,
scubes13
