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Few email replies truncated after first new line

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Troy

04 Mar, 2013 12:50 AM

Hi all,

In the past month, we've had a couple customer emails truncated after their first line (a salutation). At first I thought they were quoting the message and replying inline, but they claim that wasn't the case. The user with the most recent problem posted comments 25044498 and 25389380. I asked and he's using Postbox, but it's also happened with comment 25417566 (from a different user).

If you have access to the raw message body, I'd be curious if you could take a look and see why these weren't parsed. I didn't see any occurrences for months before these, but obviously our Tender is not a statistically significant sample.

Thanks,

Troy

1. 1 Posted by Nicole on 04 Mar, 2013 03:47 PM

   

   Troy -

   Can you point to the discussion where those comments occurred? We'll take a look and see what's going on.

   Thanks,
   Nicole

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2. 2 Posted by Troy on 04 Mar, 2013 03:56 PM

   

   Hi Nicole,

   Sure. I thought the comment IDs were enough but I'll provide discussion IDs in the future. On the papertrailapp Tender, discussions 489 and 3242.

   Also, I've made this ticket public again. I'd suggest mentioning when you make a ticket private. I know everyone at ENTP has the best intentions, but transparency is so rare elsewhere these days that I think it's just good practice (and we do so).

   Thanks,

   Troy

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3. 3 Posted by Julien on 04 Mar, 2013 06:12 PM

   

   Hi Troy,

   All of those emails were truncated because of the format of the reply. We support a large variety of formats, but every so often, there is one we don't. I'll see if we can get those supported as well. I'll let you know when it's fixed.

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4. 4 Posted by Julien on 04 Mar, 2013 11:01 PM

   

   Hi Eric,

   I deployed a fix for comment 25417566. The reason comment 25044498 and 25389380 didn't work is because the signature used by this email client is:

   Troy wrote:
   > Add your reply above ...
   

   We use many different techniques to properly match the reply and the body, and the issue here is that the commonly accepted format contains a date: "On DATE, NAME wrote". Matching against a pattern like "NAME wrote:" would create too many false positives.

   This user should put a date in there, or simply add a new line just on top of > Add your reply.

   Ideally, we should support that case as well, and we may in the future, but for the moment that should do it.

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5. 5 Posted by Julien on 04 Mar, 2013 11:02 PM

   

   Sorry Troy,

   Hi Troy.. It's the heat of the afternoon.. sigh.

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6. 6 Posted by Troy on 04 Mar, 2013 11:36 PM

   

   Thanks Julien.

   Troy

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7. Troy closed this discussion on 04 Mar, 2013 11:36 PM.