Inserting just the last 'Additional comment' into e-mail notifications?

[jas101]

Hi guys,

Can someone please shed light on the best way to insert the most recent 'Additional comment' into a e-mail notification.

We have just inserted ${comments} in our 'Incident commented' e-mail notification as there was a request for users to see updates made to records via inbound e-mail replies - however now all e-mail replies within the ticket are showing in the e-mail notification which is making it unnecessarily long.

This has just reminded me of another issue with notifications - confidentiality/privacy notices at the bottom of e-mails! Is there an easy way to strip these out so they are not placed into the record?

Cheers in advance,

Daniel

[jas101]

Thanks but having tested with: \n\n-----Original Message-----,\n\n   _____   \n\n From:

I'm now expecting SN to ignore everything other than the text in my e-mail reply but it is not still.

A standard header looks like like this so why isn't everything below 'From:' being discarded?

From: Singer, Daniel
Sent: 09 September 2014 15:35

To: 'IT Service Desk - DEV'
Subject: RE: INC0204111 -- comments added to New incident

[Anurag Tripathi]

Hi Daniel,

can you elaborate a little?

[jas101]

When a user replies to a notification sent via SN, this reply will be entered into the record under 'Additional comments'.

However what is also included is the e-mail disclaimer/confidentiality notice etc. on that e-mail reply which does not need to go in to the record (it just clogs the Activity history section up unnecessarily).

I am trying to stop this from going into the record - ideally it would only be the text in the e-mail reply that goes into the record and nothing else.

Thanks,

Daniel

[sumeet_n]

Hi Daniel,

I can suggest you to do the string operations as below.

var str=email.body_text;

var count=str.indexOf('From:');

var str_text=str.substring(0,count-1);

then you can update the additional comments with str_text.

Let me know if it works.

[Yaraslau]

Try ${comments:1} or ${comments:2} or ...