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Only extract “New Part” of incoming mail in public log

2025-01-27
2025-03-05
  • DTI Servicedesk

    DTI Servicedesk - 2025-01-27

    Dear iTop Community

    We would like to only see the “New part” of an incoming (HTML) mail sent from outlook clients in the public log. We have already installed the “Mail to ticket automation” extension. It used to work in the past, but a few months ago it stopped working after we updated to iTop 3.1.1. We tried everything from manually adding a regular expression in the configuration file to freshly setting up on a new environment (3.2.0) and reinstalling the extension "mail to ticket automation" (3.8.0). Sadly, none of the recommended solutions in the documentation seem to work.

    Does anyone have an idea what we could try or where we may have misconfigured something?

     
  • DTI Servicedesk

    DTI Servicedesk - 2025-02-17

    Does nobody have an idea what to do/try?

     
  • Jeffrey Bostoen

    Jeffrey Bostoen - 2025-02-17

    There is not much of support to extract only the new part of a HTML message.

    See whole discussion here - https://github.com/Combodo/combodo-email-synchro/pull/4

    In my fork of the Mail to Ticket extension; I've got a few people who inquired about this. The difficulty is finding the "new" part; and also considering that the reply may have inline-answers in the original message.

    It's one of the many reasons why I'd like to see different case log handling (one database table record per log entry) to ease implementing this kind of functionality. If I'd implement it now, I'd keep a separate copy of each message; so it would become easier to find and strip identical content.

     
    • DTI Servicedesk

      DTI Servicedesk - 2025-02-19

      Thank you for your response.

       

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