Following the product documentation:
glide.pop3.reply_separators: "Discard everything below this text if found in a reply body (comma separated, case sensitive)"

The problem comes when we try to cut off replies from gmail which usually come below a phrase like:
On 24 Feb 2014, at 16:23, CompanyXYZ <service-desk@companyxyz.com<mailto:service-desk@companyxyz.com>> wrote:

The first idea was to use as separator "\n\nOn ", but the white space is not interpreted.

Here is the sample email with "\n\nOn " which truncates the contents of the email if it contains \n\nOn.

update any ticket with the following text:

Dear service desk,

One of those MARS is urgent, and still I cannot edit the EDH document.
Can you please hep ?

Kind regards

Note that the ticket is updated with the following text:

Dear service desk,

The rest of the message is missed.

Steps to Reproduce

No steps to reproduce available.


If the string you want to use to identify a reply separator is likely to appear earlier in the email, include more characters to uniquely identify the reply separator.

For example, a typical Gmail reply separator looks like this: On Sat, Sep 13, 2014 at 6:01 PM, John Doe <john.doe@gmail.com> wrote:

If you set the glide.pop3.reply_separators property to "\n\n\On " and an email contains the word "On" above the reply separator, the system disregards all text after the word "On." Instead of relying on the trailing space after the word "On," create a reply separator for each possible string that might appear in the reply marker: "\n\n\On Mon,\n\n\On Tue,\n\n\On Wed,\n\n\On Thu,\n\n\On Fri,\n\n\On Sat,\n\n\On Sun"

Related Problem: PRB596710

Seen In

Calgary Patch 2 Hot Fix 12

Fixed In


Associated Community Threads

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Article Information

Last Updated:2017-01-08 12:53:47