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Parsing Email Replies

I'm in the midst of building a support ticketing application but have come
across a *huge* snag. Part of the goal of the ticketing system was to allow
users to still use their email clients, and let a service on the server pick
out the reply coming through, and create an entry in the appropriate support
ticket for it. At the outset, this seemed like it would be simple, because
it was planned to only allow users respond at the top of the email.
Unfortunately the client has wonderfully changed those plans, and now
replies should be allowed to be made inline, on top, at the bottom,
wherever...

My thought was to somehow use windiff.exe to compare the last email, and the
new email for differences, and somehow pick the appropriate parts out from
there, but the problem with that is the multitude of line prefixes that mail
clients prepend to the beginning of each line in a response. Not to mention
the message date headers which can be in different languages which I
wouldn't want to pick up.

Does anyone know if there's a company out there that makes a component
specifically for comparing emails and finding the new comments? I'm also
open to any other ideas for handling this situation.

Thanks,
Steve
Nov 15 '05 #1
0 958

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