Merged idea

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E-Mail dispay in Notes enhancement Merged

Because we have added email functionality to Resilient, we tend to receive multiple replies and email threads that contain the same quoted email over and over, nesting with ever-increasing quote indicators ( ">").


1. I'd like Resilient to recognize where quoting of previously received and quoted email verbiage starts, and  auto-suppress display of the repeated text. Ideally it would also recognize email signatures and suppress those as well.

2. At the same time, it should recognize when quoted threads such as this are not duplicates of previous ticket entries, and to not strip those as they would generally be expected to be evidence or data intended to be part of the ticket.

3. For threads more than ~10-20 lines long, I would like to see the first ~ 10-20 lines displayed in-line and then the remainder rolled-up and suppressed from display. Just like when reviewing email threads in Gmail, the user would click an arrow to expand the full message / entry, which should be expanded in-line (e.g. not a pop-up window), and without requiring a page reload.

4. Lastly, I would like to see alternating color backgrounds (e.g. white and light gray) for ticket note entries that would serve as visual queues for the start and stop of each entry. This is the same concept of alternating background colors for rows of a spreadsheet as visual queues.

  • Guest
  • Dec 21 2019
  • Future consideration
  • Admin
    MARTIN FEENEY commented
    6 Jan, 2020 12:45pm

    We do have outbound email on our product roadmap, nothing firm planned yet, but in that context we'd consider a mailbox on each incident which would have the threading and viewing of emails and would therefore likely remove the need for adding emails to notes for visibility.

    Like I say, nothing locked in yet, but just providing some context to the request.