<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Here is a bit more info from my /var/log/httpd/error_log<div><br class="webkit-block-placeholder"></div><div><div>[Tue Mar 18 17:33:30 2008] [error]: Couldn't create ticket from message with commands, fallback to standard mailgate.</div><div><br class="webkit-block-placeholder"></div><div>Error: Invalid value for status (/opt/rt3/local/lib/RT/Interface/Email/Filter/TakeAction.pm:504)</div><div>[Tue Mar 18 17:33:30 2008] [crit]: Couldn't create ticket from message with commands, fallback to standard mailgate.</div><div><br class="webkit-block-placeholder"></div><div>Error: Invalid value for status (/opt/rt3/lib/RT/Interface/Email.pm:243)</div><div>[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/rt3/share/html/favicon.ico</div><div>[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/rt3/share/html/favicon.ico</div><div>[Tue Mar 18 19:52:34 2008] [error]: FAILED LOGIN for gtctechsupport from 64.184.140.29 (/opt/rt3/share/html/autohandler:251)</div><div>[Tue Mar 18 19:57:48 2008] [error]: FAILED LOGIN for gtc from 64.184.140.29 (/opt/rt3/share/html/autohandler:251)</div><div><br></div><div>The status on this ticket was "open" (sans quotes) and I copied and pasted what showed up incorrectly from when they tried to submit it and emailed it into the system from Apple's Mail.app and from Microsoft Outlook 2003 and it worked properly both times.</div><div><br class="webkit-block-placeholder"></div><div> <span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; "><b><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; ">Regards,</div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; min-height: 14px; "><b></b><br></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; "><b>Greg Evans</b></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; color: rgb(67, 78, 137); "><b>Internet Support</b></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; color: rgb(67, 78, 137); "><b>Hood Canal Communications</b></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; color: rgb(67, 78, 137); "><b>(360) 898-2481 ext.212 </b></div></b></div></div></div></span></div></span></div></span> </div><br><div><div>On Mar 18, 2008, at 11:34 PM, Greg Evans wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>Hi there, just a quick question regarding the 'command by mail' extension. I am working with someone offsite that is using a non-RT ticketing system and they currently send email to us for certain tickets. We are trying to ensure that all tickets go into our ticketing system so I am working with their in-house guy to have him mail it in a format that command by mail will work with.</div><div><br class="webkit-block-placeholder"></div><div>If we just send the ticket from an email program it works fine, Requestor, Owner, et al. are properly set in RT. There are 2 possible queue's for the ticket to go to but what we get is that it goes to the incorrect queue and none of the information gets set for the ticket. When I look at the ticket in RT, in the comments section, this is what I see:</div><div><br class="webkit-block-placeholder"></div><div>(Copied and pasted)</div><div><br class="webkit-block-placeholder"></div><div><span class="Apple-style-span" style="font-family: Verdana; font-size: 10px; ">Owner: remote_Sites_username<br>Status: open<br>Requestor: <a href="mailto:ttesterton@hctc.com">username@mydomain.com</a><br>Queue: queue_for_remote_site<br>TimeWorked: 00:00:13<br>RealName - Testy Testerton<br>HomePhone - 555-555-0000<br>City - Some City<br>State - State<br>Password - None<br>Problem - Testing<br>instead of<br><br>Solution - Testing.</span></div><div><br class="webkit-block-placeholder"></div><div>Which is exactly what I asked them to send, the way I asked them to send it. The resulting HTML displayed in RT if I view source is:</div><div><br class="webkit-block-placeholder"></div><div><div><div class="messagebody"></div><div>Owner: remote_Sites_username<br>Status: open<br>Requestor: <a href="mailto:username@mydomain.com">username@mydomain.com</a><br>Queue: GTC<br>TimeWorked: 00:00:13<br>RealName - Testy Testerton<br>HomePhone - 555-555-0000<br>City - Some City<br>State - State<br>Password - None<br>Problem - Testing <br> instead of <br><br>Solution - Testing.</div><div><br class="webkit-block-placeholder"></div><div>and it is not in their queue and is assigned (Requestor) as their system user. We also tried a different way with the same results, but with different HTML code showing when I view source. Instead of <br> it has <br /></div><div><br class="webkit-block-placeholder"></div><div>Since it works perfectly when we just send it via any old mail program, can anyone tell me what is going wrong here?</div><div><br class="webkit-block-placeholder"></div><div>Here is what is in my RT log relating to one of the created tickets via email. I would love to provide more information if possible as well:</div><div><br class="webkit-block-placeholder"></div><div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15870 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15871 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15872 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15873 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to prepare scrips for transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Got To Stage 1 ((eval 3880):1)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to commit scrips for transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)</div><div>[Wed Mar 19 02:40:17 2008] [info]: <<a href="mailto:rt-3.6.5-7247-1205894417-471.960-4-0@rt.hctc.com">rt-3.6.5-7247-1205894417-471.960-4-0@rt.hctc.com</a>> #960/15874 - Scrip 4 Scrip #04 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)</div><div>[Wed Mar 19 02:40:17 2008] [info]: <<a href="mailto:rt-3.6.5-7247-1205894417-471.960-4-0@rt.hctc.com">rt-3.6.5-7247-1205894417-471.960-4-0@rt.hctc.com</a>> sent Bcc: <a href="mailto:support@hctc.com">support@hctc.com</a> (/opt/rt3/lib/RT/Action/SendEmail.pm:283)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: We found a part. we want to record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:443)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: We found an attachment. we want to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:440)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:397)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:397)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for transaction #15875 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Got to Stage 2 ((eval 3910):2)</div><div>[Wed Mar 19 02:40:17 2008] [debug]: Conditions NOT Met, condition is:Create ((eval 3910):67)</div><div>[Wed Mar 19 02:40:17 2008] [info]: Ticket 960 created in queue 'Email Support' by gtctechsupport (/opt/rt3/lib/RT/Ticket_Overlay.pm:756)</div><div><br class="webkit-block-placeholder"></div><div>The "Got TO Stage 1, Got to Stage 2 and Conditions NOT Met lines are from a scrip that I use, but that should not break anything in creating the ticket since it works fine when they, or I send a ticket with the exact same (or very similar) information from any standard mail app.</div><div><br class="webkit-block-placeholder"></div><div>I am a bit perplexed and any help would be appreciated.</div></div></div><div><br class="webkit-block-placeholder"></div><br><div apple-content-edited="true"> <span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; "><b><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; ">Regards,</div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; min-height: 14px; "><b></b><br></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; "><b>Greg Evans</b></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; color: rgb(67, 78, 137); "><b>Hood Canal Communications</b></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; font: normal normal normal 12px/normal Helvetica; color: rgb(67, 78, 137); "><b>(360) 898-2481 ext.212 </b></div></b></div></div></div></span></div></span></div></span> </div><br></div></blockquote></div><br></div></body></html>