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Systems Management Question


Redundant thread postings in KACE service desk replies from users

07/11/2013 7959 views

Is there a way to strip out the redundant email reply thread if a user has their "Include original text" settings set in their Outlook? Our tickets are becoming unwieldy to wade thru between extraneous text for status updates and the user replies always pasting in the body of the entire previous thread into their most recent comments.

Our prior help desk system automatically stripped out prior comments and only allowed the most recent user reply to be added to the comment history, and we would like to return to that model with KACE.

We are hoping that someone else has already done this and can point us in the right direction.

Thanks.

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  • I am having the same issue. I eagerly await a solution to these long comments.
  • I haven't heard anything on this yet, other than "submit a feature request."
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  • I've been looking around for the same thing. I really wish this feature existed!
  • I'm in the same boat now guys... grr...
  • Wow, version 6.3.... still not fixed.
  • Now that I think of it, what the heck is the point of the -+-+- Please reply above this line to add a comment -+-+- that Kace adds if it isn't going to use that to determine what is actually new, instead of reduntantly adding that text as well as everything below it back to the ticket again??

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