Inbound email action, capture only latest reply

[Anurag Tripathi]

Hi Members,

I have an inbound email action that simply captures the response (replies only) and whatever comes in the email copy it to the ticket's comments. But if that email becomes a chain, multiple replies, the whole chain gets updated each time. That can be avoided if there is a way to capture the latest response in the incoming email.

Has anyone done this?? or any ideas??

[sach1 · Accepted solution]

Never tried this but i think the approach for this would be to take only the content from the email where "From" starts with senders name. Found similar query on stack overflow.Below is the link:

javamail - Reading only the latest replied content using java mail multipart MIME - Stack Overflow

http://stackoverflow.com/questions/16984235/parsing-reply-email-to-take-only-the-latest-part

[Anurag Tripathi]

Thanks Sachin

Here is the final solution

var messageContent = email.body_text;

if (messageContent.indexOf("From")!=-1)
    {
  messageContent = messageContent.substring(0, messageContent.indexOf("From")).trim();
    }
    else
    {
  messageContent = messageContent.trim();
    }

// now messageContent   contains the latest reply only....

I have tested incoming mails from Microsoft Ourlook....ill will check from some other sources also and will post in case of any issues....

[sach1]

Welcome. Lotus notes also have the similar mail format as that of Outlook so it will for lotus notes as well.

[Anurag Tripathi]

That was my only worry as i don't have lotus notes....web mails and all i will check but i am positive that it will work