Maileater splits E-mail reply on the Activity Log

[Ruben Co]

We already have a case on this but I am wondering if anyone else has this issue; and possibly a solution or work around.
Some of our clients uses an e-mail footer (not a signature) that inserts itself at the very bottom of an e-mail that contains disclaimer text.

When they reply to a notification from Service Desk, their reply gets split on the Activity Log, hence, multiple notifications are sent out.
One Log Comment entry for the the actual email above the text artifacts (Request_ID, STATUS, etc)
Then another entry for the Disclaimer text, below the text artifacts.
We do have notifications set up for Log Comment and it is confusing our customers.

The issue started when we upgraded to 17.1, we do not have this issue when our customer is still on 14.1.
We have another project that is on 17.2 and the issue exists in there as well.

[Brian Mathato]

Hi Ruben,

Perhaps you can consider creating a Notification Rule, that checks the content of the email so it only sends on that basis. Not sure how easy this will be though...


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Kind Regards,
Brian
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[Ricardo Voelcker]

Brian, I understood that the case is when user answering notification by e-mail, than the problem would be in maileater rules/processor.

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[Designation]
Analista de Sistemas
Tribunal de Justiça RS
[City] Brazil
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[J W]

Ruben,

Would you please post the text of the body of a reply email before it it sent? Does the body include the start and end delimiters like this sample?

"start-request" 
%Request=2363008% 
%status=Rejected
"end-request" 
​

If not, and you add the delimiters, is the Disclaimer text ignored as a log comment?  I understand this may not be a solution but may point to areas in the code where this is being parsed.

J.W.

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"No matter where you go, there you are." - TAoBB:AtED
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[Ruben Co]

This works but the problem now is it no longer adds an entry on the Activity Log for the content of the email
Email before sending without the delimiter (had to mask out some information):

Result without delimiter

Email before sending with the suggested delimiter

Result with delimiter