[rt-users] Help with CommandByEmail

Fri Mar 8 16:33:13 EST 2013

Hi,

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:

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>

<font face="Arial, Helvetica, sans-serif" color="#999999" size="-1">
This e-mail may contain confidential and/or privileged information. If you are
not the intended recipient (or have received this e-mail in error) please
notify the sender immediately and destroy this e-mail. Any unauthorized
copying, disclosure or distribution of the material in this e-mail is strictly
forbidden. (3.8)</font>  

<font face="Arial, Helvetica, sans-serif" color="#009900" size="-1">
 Please  consider the environment before printing this email.
 </font>
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