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RT-Extension-EmailReplyDelimiter-0.10
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/ RT::Extension::EmailReplyDelimiter

NAME

RT::Extension::EmailReplyDelimiter - Strip text from emails after a delimiter

DESCRIPTION

This extension alters email while it is being received by Request Tracker, removing text and any associated image attachments appearing after a reply delimiter such as "##- Please type your reply above this line -##".

RT VERSION

Known to work with RT 4.2.16, 4.4.4, 5.0.1, and 6.0.2.

INSTALLATION

As root, build the Makefile and use it to install the extension. This example works with Debian's request-tracker5 package:

export RTHOME=/usr/share/request-tracker5/lib
perl Makefile.PL
make
make install

Edit your RT_SiteConfig.pm file or equivalent, such as /etc/request-tracker5/RT_SiteConfig.pm, and add these lines:

Set(@EmailReplyDelimiters,
    '##- Please type your reply above this line -##',
    qr/<div[^>]+id="appendonsend"/
);
Plugin('RT::Extension::EmailReplyDelimiter');

Then, restart the service.

CONFIGURATION

In RT_SiteConfig.pm, adjust @EmailReplyDelimiters so it contains a list of all of the email reply delimiters you will be using.

Delimiters can be either literal strings (quoted with single or double quotes), or compiled regular expressions (quoted using qr//).

Restart the service after making changes to this configuration item.

Then adjust the relevant RT templates to include a reply delimiter, on a line by itself, in the appropriate place.

Examples

Note that for the extension to be enabled, this line is always required:

Plugin('RT::Extension::EmailReplyDelimiter');

The following examples only suggest different reply delimiters; the Plugin() line should always also be present.

Simplest possible configuration:

Set(@EmailReplyDelimiters,
    '##- Please type your reply above this line -##'
);

For this to work, you'll need to add "##- Please type your reply above this line -##" to all of your RT templates in the appropriate place. Then, when someone replies to an RT message by email, the quoted message they are replying to will not be included when their reply reaches RT.

Configuration which finds and removes the quoted message when the sender is using a recent Outlook version, or Outlook webmail, and also includes the template-dependent configuration above:

Set(@EmailReplyDelimiters,
    '##- Please type your reply above this line -##',
    qr/<div[^>]+id="appendonsend"/
);

A configuration which removes the quoted part from most messages sent from Outlook, with two fallback template-dependent delimiters which work as above:

Set(@EmailReplyDelimiters,
    # New Outlook and webmail put this right before the quoted text starts:
    qr/<div[^>]+id="appendonsend"/,

    # Mobile Outlook puts this around the quoted message:
    qr/<div[^>]+id="divRplyFwdMsg"/,

    # Classic Outlook inserts a div like this before quoted text:
    '<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">',

    # Outlook puts this in the plain text version - a line made of
    # underscores then From on the line below that, with a Windows style
    # newline:
    "________________________________\r\nFrom: ",

    # Put these in the RT templates themselves, so we can detect and remove
    # the quoted part of replies even if none of the above matches:
    '##- Please type your reply above this line.',
    '##- Do not edit quoted section when replying.',
);

The benefit of the more complex configuration is that it can strip all of the quoted text, not leaving any header parts. The downside is that if someone forwards an email from Outlook to RT, the forwarded content is likely to be lost.

ISSUES AND CONTRIBUTIONS

The project is held on Codeberg; its issue tracker is at https://codeberg.org/ivarch/rt-extension-emailreplydelimiter/issues.

The following people have contributed to this project, and their assistance is acknowledged and greatly appreciated:

  • grantemsley - fixed issues with quoted-printable messages, added support for regular expression delimiters, and provided examples for removing quoted text from messages sent from Outlook (#1).

LICENSE AND COPYRIGHT

Copyright 2023, 2026 Andrew Wood.

License GPLv3+: GNU GPL version 3 or later: https://gnu.org/licenses/gpl.html

This is free software: you are free to change and redistribute it. There is NO WARRANTY, to the extent permitted by law.