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

Wed Mar 19 02:46:09 EDT 2008

Here is a bit more info from my /var/log/httpd/error_log

[Tue Mar 18 17:33:30 2008] [error]: Couldn't create ticket from  
message with commands, fallback to standard mailgate.

Error: Invalid value for status (/opt/rt3/local/lib/RT/Interface/Email/ 
Filter/TakeAction.pm:504)
[Tue Mar 18 17:33:30 2008] [crit]: Couldn't create ticket from message  
with commands, fallback to standard mailgate.

Error: Invalid value for status (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/ 
rt3/share/html/favicon.ico
[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/ 
rt3/share/html/favicon.ico
[Tue Mar 18 19:52:34 2008] [error]: FAILED LOGIN for gtctechsupport  
from 64.184.140.29 (/opt/rt3/share/html/autohandler:251)
[Tue Mar 18 19:57:48 2008] [error]: FAILED LOGIN for gtc from  
64.184.140.29 (/opt/rt3/share/html/autohandler:251)

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.

Regards,

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

On Mar 18, 2008, at 11:34 PM, Greg Evans wrote:

> 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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