[rt-users] Question about "Command By Mail" - Something is not right :/

[Greg Evans]

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.

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:

(Copied and pasted)

Owner: remote_Sites_username
Status: open
Requestor: username at mydomain.com
Queue: queue_for_remote_site
TimeWorked: 00:00:13
RealName - Testy Testerton
HomePhone - 555-555-0000
City - Some City
State - State
Password - None
Problem - Testing
instead of

Solution - Testing.

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 class="messagebody">
Owner: remote_Sites_username<br>Status: open<br>Requestor: username at mydomain.com 
<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.

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 />

Since it works perfectly when we just send it via any old mail  
program, can anyone tell me what is going wrong here?

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:

[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15870 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15871 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15872 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15873 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to prepare scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
[Wed Mar 19 02:40:17 2008] [debug]: Found 3 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:365)
[Wed Mar 19 02:40:17 2008] [debug]: Got To Stage 1 ((eval 3880):1)
[Wed Mar 19 02:40:17 2008] [debug]: About to commit scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)
[Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
 > #960/15874 - Scrip 4 Scrip #04 (/opt/rt3/lib/RT/Action/SendEmail.pm: 
252)
[Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
 > sent  Bcc: support at hctc.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
[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)
[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)
[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:397)
[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:397)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15875 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: Got to Stage 2 ((eval 3910):2)
[Wed Mar 19 02:40:17 2008] [debug]: Conditions NOT Met, condition  
is:Create ((eval 3910):67)
[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)

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.

I am a bit perplexed and any help would be appreciated.


Regards,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

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