[rt-users] Commands by Email

Rich West Rich.West at wesmo.com
Thu Jul 23 13:54:09 EDT 2009

One item that should be documented is that this extension cannot handle 
spaces in the custom field names.  Spaces causes it to break. :(


On 07/23/2009 10:56 AM, Rich West wrote:
> 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. :(
> -Rich
> 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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