If the person replying to a "ticket" is using a mail client such as gmail that reply will show a whole conversation thread when I do @message.body.decoded rather than the text that they typed.
Is there a way to extract just that portion of text?
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Joseph Le Brech
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only thing I can think of is to put for every message going out, and for a message going it to do a diff on the two. – Joseph Le Brech Feb 17 '12 at 15:00
1 Answers
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Generally, the existing replies are formatted with a preceding >. One option is to extract lines that do not begin with that character.
So you look at the email as plain-text, you can extract it. Here is an example:
--f46d0basically0a0unique0id # Marks the start of content for this email
Content-Type: text/plain; charset=ISO-8859-1
Hello foo,
This is a message.
Regards,
Bar
>
> Original response
> is quoted like this
> What in included here
> depends on mail client
>
--f46d0basically0a0unique0id # Marks the end of content for this email
Swanand
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this looks like the most reasonably solution, except if contacts start using > in the start of their lines for no reason. but that's a tiny caveat. – Joseph Le Brech Feb 17 '12 at 15:15
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I don't think this is the best solution because messages use `>` but also mix it with original messages in html. – Joseph Le Brech Feb 17 '12 at 15:30
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I think I need to separate the first unique section, and then remove the `>`s – Joseph Le Brech Feb 17 '12 at 15:33
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Yeah, its just a hacky work around. But I know for sure that GMail guys match it with last email's content. – Swanand Feb 17 '12 at 16:45