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    Shafali Jain
    How to remove disclaimer from email bodyAnswered
    Topic posted December 5, 2018 by Shafali Jain 
    22 Views, 6 Comments
    Title:
    How to remove disclaimer from email body
    Summary:
    I need to access the customer thread for searching with certain regular expressions and route the incident to a particular queue if the match is there. I want to search only in email body.
    Content:

    Hello Everyone,

    I need to access the customer thread for searching with certain regular expressions and route the incident to a particular queue if the match is there. I want to search only in email body and not in the disclaimer part of the email. Is there any way to remove the disclaimer from the email body?

    Below is one approach that I tried:

    1. In the Business rule call an object event handler.

    2. In the event handler, take the customer threads one by one and remove the text after the word "DISCLAIMER: " and club all of the threads together and save it in a custom field.

    3. Back in business rules, put a condition to match this custom field with pattern in regular expression, if it is a match route incident to the required queue.

     

    Although this approach works but here is the catch, disclaimer does not always start with the word DISCLAIMER. There are many types of disclaimers from various mail servers that we will not be able to predict beforehand.

    So is there a way to fetch only the email body by default and not the disclaimer?

    Version:
    18C

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