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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Hi.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Dunno if it is the best way, but what I do it in RT 4.4.1 is edit the file:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Around line 349 look for this block of code, and add the line indicated with the plus (+) in front of it (without including the plus sign itself).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> my $found_pseudoheaders = 0;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> foreach my $line (@content) {<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> next if $line =~ /^\s*$/ && ! $found_pseudoheaders;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:red">+ last if $line =~ m/^(from:|cid:)/i;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> last if $line !~ /^(?:(\S+(?:{.*})?)\s*?:\s*?(.*)\s*?|)$/;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> last if not defined $1 and $found_pseudoheaders;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Courier New";color:#1F497D"> next if not defined $1;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">What this does is bail out of processing further lines as mail commands once it finds a line beginning with “From: “ (e.g. from a forwarded email).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">It ALSO drops out if it finds “cid:”, which we sometimes saw with inline images being forwarded.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Please note that on older versions of RT, this block of code was found somewhere around line 228 in:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Thanks,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Brent<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> rt-users [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Chris McClement<br>
<b>Sent:</b> Sunday, October 02, 2016 7:56 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Excluding Commands from CommandbyMail parsing<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">I've implemented the CommandbyMail extension (<a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__search.cpan.org_dist_RT-2DExtension-2DCommandByMail_lib_RT_Extension_CommandByMail.pm&d=DQMFaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=w9n7nGyNHOocCsnkMnUOldv0qFl-mPDh51ajkbOaN3U&s=m5LJCFX4expBhfaKyApPYQfuwomxu0xiMr9dCbEBbAY&e=">http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm</a>)
in my RT 4.4.4 installation. It works well - almost too well! I am getting "Extended Mailgate Errors" returned because the plugin is parsing the message body for "Command: value" (which it is meant to do) and picking up, in emails forwarded to RT:<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">"To: <a href="mailto:xyz@abc.com">xyz@abc.com</a>"<o:p></o:p></p>
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<p class="MsoNormal">"From: <a href="mailto:xyz@abc.com">xyz@abc.com</a>"<o:p></o:p></p>
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<p class="MsoNormal">"sent: the_date_sent"<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">And trying to process them as commands.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">In addition, forwarded emails have "Subject: [Support ID #12345] some_new_subject" and this is changing the subject of the RT job to the new subject, which is different from the subject used when the ticket was originally created.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Is there a way to stop CommandbyMail from parsing "to:" "from" and "sent:" as commands, or at least configuring it to not return errors when it fails to match it to a valid command? And is there a way to prevent parsing "Subject: xxxx"
so that my subjects no longer change?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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