[rt-users] Commands by Email

Rich West Rich.West at wesmo.com
Thu Jul 23 10:56:30 EDT 2009

The extension works rather well once you get past the caveats of the 
formatting.  With regard to the slimness of the documentation, it 
doesn't mention those 'simple rules', which forced me to comb through 
the code (which is rather clean) to determine the proper formatting 
which led to the discovery that outlook has a tendency to insert blank 
lines when the MIME conversion happens.

Also, the section describing how it applies to custom fields is fairly 
vague.  Are the curly braces required (is that what is meant by "The 
curly braces are literal") for custom field declaration?  Would a 
correct example be "CustomField.{Severity}: Severity 2 - Multiple Users 
Down"?  Does "AddCustomField" set the custom field, or would that be 
"CustomField"?  What, if any, is the difference between AddCustomField 
and CustomField?

Specifically, I have been unable to get custom fields to be applied when 
testing this extension.  Everything else worked once I realized that my 
mail program was getting blank lines inserted. :(


On 07/22/2009 04:53 PM, Ruslan Zakirov wrote:
> What's so slim in the doc?
> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm
> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below
> Simple rules: no html, no empty lines, commands like headers, but in body.
> On Wed, Jul 22, 2009 at 11:14 PM, Rich West<Rich.West at wesmo.com>  wrote:
>> Way back in the day, when I was heavily involved in the development of
>> RT, there was a way to send commands in to RT to set some of the
>> metadata (queue, owner, status, etc).
>> Now that the place I am at is heavily entrenched in to RT 3.8.4 and our
>> separate front-end form submission system is nearing completion (it's on
>> an ASP server.. not by my choice, but it is what it is..), I'm looking
>> in to how to get the latest RT to do the same.  I installed the
>> CommandsByMail extension, and it is parsing the email, but it isn't
>> parsing everything.  In fact, it is only processing the Owner setting.
>> I get the feeling like I am missing syntax, ordering, or something, but
>> I am not getting a lot (any) of debugging out of it.  Additionally, the
>> documentation is relatively slim.
>> Any pointers in the right direction are more than welcome. :)
>> Thanks!
>> -Rich
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