[rt-users] Help with CommandByEmail

Rafal Roginela rroginela at AmeriCashLoans.net
Fri Mar 8 16:33:13 EST 2013


I have a 4.0.10 system installed with the latest (.13 I believe) CommandByMail installed and active. I can test it from my Outlook and it picks up the commands and adjust the ticket when I submit it. The problem is that when I do the same from a Sharepoint form it does not work even if I specify my own email as the from address. I can verify that the email is coming in and getting read by TakeAction but it is missing the content all together. Here is a sample of the email that does not work as seen in the frontend of RT:

Received: ***** by ****s.net (Postfix) with ESMTP id 89CA640403 for <ahernandez at services.americashloans.net<mailto:ahernandez at services.americashloans.net>>; Fri,  8 Mar 2013 14:40:48 -0600 (CST)
Received: from ***s.net (**.**.**.13) by **.net (**.**.**.48) with Microsoft SMTP Server id; Fri, 8 Mar 2013 14:41:05 -0600
Received: from **** ([**.**.**.36]) by **.net with Microsoft SMTPSVC(6.0.3790.3959); Fri, 8 Mar 2013 14:41:05 -0600
From sharepoint@**.net<mailto:sharepoint@**.net>  Fri Mar  8 14:40:48 2013
X-Originalarrivaltime: 08 Mar 2013 20:41:05.0839 (UTC) FILETIME=[4188CBF0:01CE1C3D]
Delivered-To: queuename@**s.net<mailto:queuename@**s.net>
MIME-Version: 1.0
Subject: New Special Approval Requested
Return-Path: <sharepoint@***s.net<mailto:sharepoint@***s.net>>
X-Mailer: Microsoft SharePoint Foundation 2010
X-Original-To: queuname@**s.net<mailto:queuname@**s.net>
Date: Fri, 8 Mar 2013 14:41:07 -0600
Message-ID: <EXCHnGlsQNAqx0000b57e@**s.net<mailto:EXCHnGlsQNAqx0000b57e@**s.net>>
content-type: text/html; charset="utf-8"
To: <quueename@**s.net<mailto:quueename@**s.net>>
Content-Transfer-Encoding: 8bit
From: Stores <sharepoint@**s.net>
X-RT-Original-Encoding: utf-8
Content-Length: 702

<html><head><base href='http://********/store' /></head><body><!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"><HTML><HEAD><META NAME="Generator" CONTENT="MS Exchange Server version 08.01.0240.003"><TITLE></TITLE></HEAD><BODY><!-- Converted from text/rtf format --><P><FONT SIZE=2 FACE="Tahoma">Owner:</FONT><FONT FACE="Times New Roman"></FONT>
<FONT SIZE=2 FACE="Tahoma">username</FONT><BR><FONT FACE="Calibri">AddRequestor:</FONT><FONT FACE="Times New Roman"></FONT>
<FONT FACE="Times New Roman">rroginela at AmeriCashLoans.net</FONT><BR><FONT<mailto:rroginela at AmeriCashLoans.net%3c/FONT%3e%3cBR%3e%3cFONT> FACE="Calibri">CF.{First_Name}:</FONT><FONT FACE="Times New Roman"></FONT>
<FONT FACE="Times New Roman">test123</FONT></P><BR></BODY></HTML></body></html>

Now all the fields can be verified as valid(this same info works when I send an e-mail from outlook with these values) and the sharepoint@**s.net<mailto:sharepoint@**s.net> is authorized to create tickets and all that jazz (has same rights as me) but it does not find the fields and never updates anything... Anything I can do? I can mess around a little with the HTML of the message if needed but I can't make it plain/text. I know it has something to do with the way the TakeAction.pm reads the content but I haven't the slightest clue when it comes to REGEX and all that. Thanks for any help.

Thank you,
Rafal Roginela
Network Engineer

AmeriCash Loans, LLC
880 Lee Street, Suite 302
Des Plaines, IL 60016

Office (847) 827-9740 x109
Fax (847) 493-8031

rroginela at americashloans.net <mailto:rroginela at americashloans.net>

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