[rt-users] Custom Fields and CommandByMail

charlycr74 at yahoo.com.ar charlycr74 at yahoo.com.ar
Thu Apr 11 22:28:47 EDT 2013 

Hi all,

I've been trying for a while to make work the Custom Fields with CommandByMail and cannot find where the problem is.

There is a form on the support page that sends an email with this content:

Requestor: requestor at domain.com
CF.{CustomField1}: 201
CF.{CustomField2}: aaaa
CF.{CustomField3}: bbbbbbb
CF.{Custom Field4}: ccccccc
CF.{Custom Field5}: ddddddddd
CF.{Custom Field6}: TTPPEE
THis is a test.. test test test this is a test



I granted globally to Everyone/Privileged/Unprivileged/Requestors to SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue.

I'm using rt-mailgate to download the emails and transfer them to RT, the tickets are create and the requestor is changed, but Custom Fields are not changed.

RT Version: 4.0.10 / CommandByMail: 0.10 

I tried once and below is the output of the debug log.

Thank you for your help, Charly

[Fri Apr 12 01:35:07 2013] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: Mail from user #58 (user at domain.com) (/data/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82)
[Fri Apr 12 01:35:07 2013] [debug]: Running CommandByMail as user at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: Requestor =>  requestor at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField1} =>  201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField2} =>  aaaa (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField3} =>  bbbbbbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field4} =>  ccccccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field5} =>  ddddddddd (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field6} =>  TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Got command requestor => requestor at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield1} => 201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield2} => aaaa (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213c
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield3} => bbbbbbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field4} => ccccccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field5} => ddddddddd (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field6} => TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80416 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80417 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80418 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80419 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to prepare scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:177)
[Fri Apr 12 01:35:07 2013] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Create for txn #80420 on ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:377)
[Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #21 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229)
[Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #2 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229)
[Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #14 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229)
[Fri Apr 12 01:35:07 2013] [debug]: About to commit scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:200)
[Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #4 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182)
[Fri Apr 12 01:35:07 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1973ed92e8), id 80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:628)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield To; recipients are  (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: <xxxxxxxxxxxxxxxxxxxxxxxxxx>
References: <xxxxxxxxxxxxxxxxxxxxxxxxxx>
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from To: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Cc; recipients are  (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
X-RT-Original-Encoding: utf-8 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Cc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Bcc; recipients are agent at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
[Fri Apr 12 01:35:07 2013] [debug]: Got user mail preference 'Individual messages' for user user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Bcc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: No recipients found for deferred delivery on transaction #80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)
[Fri Apr 12 01:35:07 2013] [info]: <rt-4.0.10-23761-1365730507-500.8693-4-0 at Domain.com> #8693/80420 - Scrip 4 On Create Notify AdminCcs (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
[Fri Apr 12 01:35:07 2013] [info]: <rt-4.0.10-23761-1365730507-500.8693-4-0 at Domain.com> sent  Bcc: user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
[Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80421 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #18 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182)
[Fri Apr 12 01:35:07 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1973ed92e8), id 80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:628)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield To; recipients are requestor at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
[Fri Apr 12 01:35:07 2013] [debug]: Got user mail preference 'Individual messages' for user user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from To: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Cc; recipients are  (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Cc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Bcc; recipients are  (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
[Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
[Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Bcc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
[Fri Apr 12 01:35:07 2013] [debug]: No recipients found for deferred delivery on transaction #80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)
[Fri Apr 12 01:35:07 2013] [info]: <rt-4.0.10-23761-1365730507-483.8693-18-0 at Domain.com> #8693/80420 - Scrip 18 On Create Notify Requestor with Auto-Reply  (Created via email) (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
[Fri Apr 12 01:35:07 2013] [info]: <rt-4.0.10-23761-1365730507-483.8693-18-0 at Domain.com> sent  To: requestor at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
[Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80422 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #11 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182)
[Fri Apr 12 01:35:07 2013] [info]: Ticket 8693 created in queue 'queue' by user at domain.com (/data/rt4/sbin/../lib/RT/Ticket.pm:688)
[Fri Apr 12 01:35:07 2013] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #80420 on ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:377)

More information about the rt-users mailing list