[rt-users] Help with CommandByEmail

Kevin Falcone falcone at bestpractical.com
Mon Mar 11 15:08:10 EDT 2013


On Fri, Mar 08, 2013 at 09:33:13PM +0000, Rafal Roginela wrote:
>    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:

Is your mail client sending text/plain and an html alternative while
sharepoint is sending just HTML?  That'd be the first thing I looked
at since I bet CommandByMail isn't stripping HTML tags before looking
for commands.

-kevin

> 
>    Received: ***** by ****s.net (Postfix) with ESMTP id 89CA640403 for
>    <[1]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
>    14.1.218.12; 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 [2]sharepoint@**.net  Fri Mar  8 14:40:48 2013
> 
>    X-Originalarrivaltime: 08 Mar 2013 20:41:05.0839 (UTC) FILETIME=[4188CBF0:01CE1C3D]
> 
>    Delivered-To: [3]queuename@**s.net
> 
>    MIME-Version: 1.0
> 
>    Subject: New Special Approval Requested
> 
>    Return-Path: <[4]sharepoint@***s.net>
> 
>    X-Mailer: Microsoft SharePoint Foundation 2010
> 
>    X-Original-To: [5]queuname@**s.net
> 
>    Date: Fri, 8 Mar 2013 14:41:07 -0600
> 
>    Message-ID: <[6]EXCHnGlsQNAqx0000b57e@**s.net>
> 
>    content-type: text/html; charset="utf-8"
> 
>    To: <[7]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">[8]rroginela at AmeriCashLoans.net</FONT><BR><FONT
>    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 [9]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.
> 
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