CommandByMail Extension

RT Users
1

Hi everyone,

I am having trouble installing the CommandByMail extension. I have
looked through the archives but only managed to find how easy it was to
install…but they forgot to mention the easy steps they took.

Is there a step by step somewhere I could follow? When I type in the
first command:

perl Makefile.PL

I receive the following:

Can’t open perl script “Makefile.PL”: No such file or directory

Now, I will be the first to say this is likely due to ignorance on my
behalf…BUT…I really don’t know what to do now? Do I download the
pm file? Where do I put it? :`(

I realize these may be very rudimentary questions…help please :slight_smile:

Helmuth Ramirez
Compupay
IT Department
3450 Lakeside Dr. Suite 400
Miramar, FL 33027
954-874-4800 x7754

2

Helmuth Ramirez wrote:

Hi everyone,

I am having trouble installing the CommandByMail extension. I have
looked through the archives but only managed to find how easy it was
to install�.but they forgot to mention the easy steps they took.

Is there a step by step somewhere I could follow? When I type in the
first command:

perl Makefile.PL

I receive the following:

Can’t open perl script “Makefile.PL”: No such file or directory

Now, I will be the first to say this is likely due to ignorance on my
behalf�.BUT�I really don�t know what to do now? Do I download the pm
file? Where do I put it? :`(

I realize these may be very rudimentary questions�help please :slight_smile:

there should be a readme file with directions
do an ls perhaps Makefile.PL is really Makefile.pl

Chaim Rieger

3

If that’s the case then I’m probably downloading the wrong thing. The
only thing I can find to download is…oh wait…AHHHHH I JUST found
the tarball! (the ever intuitive ‘Download’ button next to the
RT-Extension-CommandByMail-0.05). I was downloading the files under the
Modules section. No wonder the Makefile never worked.

Thanks Chaim!From: chaim rieger [mailto:chaim.rieger@gmail.com]
Sent: Friday, March 30, 2007 5:28 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CommandByMail Extension

Helmuth Ramirez wrote:

Hi everyone,

I am having trouble installing the CommandByMail extension. I have
looked through the archives but only managed to find how easy it was
to install…but they forgot to mention the easy steps they took.

Is there a step by step somewhere I could follow? When I type in the
first command:

perl Makefile.PL

I receive the following:

Can’t open perl script “Makefile.PL”: No such file or directory

Now, I will be the first to say this is likely due to ignorance on my
behalf…BUT…I really don’t know what to do now? Do I download the
pm
file? Where do I put it? :`(

I realize these may be very rudimentary questions…help please :slight_smile:

there should be a readme file with directions
do an ls perhaps Makefile.PL is really Makefile.pl

Chaim Rieger

4

Hello!

I installed the CommandByMail extension on my request tracker. It’s
kinda working, but I have the following behavior:

If I send an email with the ‘status’ or ‘queue’ command, it works
perfectly. It works ok too with the custom fields like this:

CF.{Sala}: 2300

But I have other fields, like CF.{Classifica��o do Chamado} that are
not working with the CommandByMail extension. No log messages,
nothing, it just don’t execute the command. I have two theories:

  1. The extension has some problem with the field name using
    spaces/special/non-ascii characters
  2. The extension works only on editable Custom fields (Sala is a entry
    field, the others are select drop downs, all are mandatory.

Anyone can think in something?

[]s
Jose P. E. Junior

5

José de Paula Eufrásio Júnior wrote:
[snip]

But I have other fields, like CF.{Classificação do Chamado} that are
not working with the CommandByMail extension. No log messages,
nothing, it just don’t execute the command. I have two theories:

  1. The extension has some problem with the field name using
    spaces/special/non-ascii characters
    [snip]
    My intuition would suggest #1. The field parser is pretty naive. I
    had trouble with it trying to parse Disclaimer: text in empty email
    messages and wrote an email filter to pre-process the messages.

Robert G. Werner (Network Systems Administrator)
rwerner@usscript.com

559.244.3734

Atlanta makes it against the law to tie a giraffe to a telephone pole
or street lamp.

6

I agree that it’s most probably an issue with encodings, but I don’t
when we’ll have time to fix it, so patches are welcome.On 5/16/07, Robert G. Werner rwerner@usscript.com wrote:

José de Paula Eufrásio Júnior wrote:
[snip]

But I have other fields, like CF.{Classificação do Chamado} that are
not working with the CommandByMail extension. No log messages,
nothing, it just don’t execute the command. I have two theories:

  1. The extension has some problem with the field name using
    spaces/special/non-ascii characters
    [snip]
    My intuition would suggest #1. The field parser is pretty naive. I
    had trouble with it trying to parse Disclaimer: text in empty email
    messages and wrote an email filter to pre-process the messages.

–
Robert G. Werner (Network Systems Administrator)
rwerner@usscript.com

559.244.3734

Atlanta makes it against the law to tie a giraffe to a telephone pole
or street lamp.

The rt-users Archives

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Best regards, Ruslan.

7

To list,

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

Thanks.

Kenn
LBNL

8

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

9

Kevin,

Thanks for responding. The following are the several tries to get a
CustomFIeld set:
This was in the body the first time:
Status: open
Owner: CACasaretto
Priority: 3
CustomField.{Description}: This is the first test for CommandByMail
CustomField.{Need-By-Date}: 04/02/2010
CustomField.{QA Approver}: KFCrocker
CustomField.{Migrator}: WRHubert
CustomField.{Work-State}: Investigating Request
CustomField.{Resolution Type}: Vendor Software Upgrade
Due: 04/05/2010

The CustomFields remained blank and Due Date as well. I figured out
the Due date problem.
This was in the body the second time:
This is the second test for CommandByMail.

Priority: 3
Due: 04-05-2010
CustomField.QA Approver: KFCrocker
CustomField.Migrator: WRHubert
CustomField.Work-State: Investigating Request
CustomField.Resolution Type: “Vendor Software Upgrade”

** Same with the CF’s. Due Date was fine.
This was in the body the last time:
Priority: 3
Due: 2010-04-05
AddCustomField.QA Approver: KFCrocker
AddCustomField.Migrator: WRHubert
AddCustomField.Resolution Type: “Vendor Software Upgrade”

This is the seventh test for CommandByMail

On this one, again, all is well except CF's.

It seems if I enter a comment first, it doesn’t work and I’m not sure
about ticket fields after CF’s because I can’t get CF’s to work.

I really just want to do is this:

  1. Set some Ticket Fields, that’s working
  2. Set the content, hopefully appart from the command lines??
  3. Set a few CF’s with an initial value equal to one of the existing
    possible values already available. These CF’s are “Select One Value”.

Any help here would definitely be appreciated. Thanks a bunch.

Kenn
LBNLOn 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

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10

Kevin,

Did you get my earlier response with the data I used in the Email?

Kenn
LBNLOn 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

11

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently,
for any Custom Field to work, it needs to have a one-word name or a
hyphenated name. I didn’t read this in any of the READ ME’s. So, since
98% of my Custom Fields have more than one word, like “Migrated Date”, I
will need to change it to “Migrated-Date” and change all queries to look
for a hypenated version of what they used to look for. OH Well, at least
it now works.

Thanks anyway.

Kenn
LBNLOn 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
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Buy a copy at http://rtbook.bestpractical.com

12

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
KenOn Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn’t read this in any of the READ ME’s. So, since 98% of my
Custom Fields have more than one word, like “Migrated Date”, I will need to
change it to “Migrated-Date” and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
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Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com

The rt-users Archives

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Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
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Buy a copy at http://rtbook.bestpractical.com

13

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or

CF.{}:

That works here with spaces.

Cheers,
KenOn Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn’t read this in any of the READ ME’s. So, since 98% of my
Custom Fields have more than one word, like “Migrated Date”, I will need to
change it to “Migrated-Date” and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
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Boston, MA, USA - April 5 & 6
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copy at http://rtbook.bestpractical.com

The rt-users Archives

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14

Oh, and the dot (“.”) should not be there. You also need the
latest release to fix the regex space bug.

Cheers,
KenOn Wed, Mar 03, 2010 at 02:29:07PM -0600, Kenneth Marshall wrote:

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or

CF.{}:

That works here with spaces.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn’t read this in any of the READ ME’s. So, since 98% of my
Custom Fields have more than one word, like “Migrated Date”, I will need to
change it to “Migrated-Date” and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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copy at http://rtbook.bestpractical.com

The rt-users Archives

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15

Kenneth,

Are you saying I need a < and a > on each side of the CF name? In
addition to the brackets?

Kenn
LBNLOn 3/3/2010 12:29 PM, Kenneth Marshall wrote:

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or

CF.{}:

That works here with spaces.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn’t read this in any of the READ ME’s. So, since 98% of my
Custom Fields have more than one word, like “Migrated Date”, I will need to
change it to “Migrated-Date” and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
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Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
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copy at http://rtbook.bestpractical.com

The rt-users Archives

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16

Kenneth,

To be honest, we just installed this a few day (maybe a week) ago. So I
assumed we HAD the latest version. I’ll take a look in the wiki and see
what’s up.

Kenn
LBNLOn 3/3/2010 12:37 PM, Kenneth Marshall wrote:

Oh, and the dot (“.”) should not be there. You also need the
latest release to fix the regex space bug.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:29:07PM -0600, Kenneth Marshall wrote:

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or

CF.{}:

That works here with spaces.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn’t read this in any of the READ ME’s. So, since 98% of my
Custom Fields have more than one word, like “Migrated Date”, I will need to
change it to “Migrated-Date” and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
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copy at http://rtbook.bestpractical.com

The rt-users Archives

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Buy a copy at http://rtbook.bestpractical.com

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17

Use version 0.08 from last August. You do not include <>, just
the text of the name or value.

KenOn Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote:

Kenneth,

Are you saying I need a < and a > on each side of the CF name? In addition
to the brackets?

Kenn
LBNL

On 3/3/2010 12:29 PM, Kenneth Marshall wrote:

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or
CF.{}:

That works here with spaces.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently,
for any Custom Field to work, it needs to have a one-word name or a
hyphenated name. I didn’t read this in any of the READ ME’s. So, since
98% of my Custom Fields have more than one word, like “Migrated Date”, I
will need to change it to “Migrated-Date” and change all queries to look
for a hypenated version of what they used to look for. OH Well, at least
it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

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18

Kenneth,

That was it. My guy installed .08 and now all works well. I do get an
error for the command “Content”, but as long as I put any comments at
the end, it works fine.
Thanks again for your help.

Kenn
LBNLOn 3/3/2010 12:53 PM, Kenneth Marshall wrote:

Use version 0.08 from last August. You do not include <>, just
the text of the name or value.

Ken

On Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote:

Kenneth,

Are you saying I need a < and a > on each side of the CF name? In addition
to the brackets?

Kenn
LBNL

On 3/3/2010 12:29 PM, Kenneth Marshall wrote:

Oops, the syntax for Custom Fields using CommandByMail is

CustomField.{}:

or
CF.{}:

That works here with spaces.

Cheers,
Ken

On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:

Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.

Cheers,
Ken

On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:

To list,

I’ve finally got CommandByMail to work with Custom Fields. Apparently,
for any Custom Field to work, it needs to have a one-word name or a
hyphenated name. I didn’t read this in any of the READ ME’s. So, since
98% of my Custom Fields have more than one word, like “Migrated Date”, I
will need to change it to “Migrated-Date” and change all queries to look
for a hypenated version of what they used to look for. OH Well, at least
it now works.

Thanks anyway.

Kenn
LBNL

On 2/23/2010 1:43 PM, Kevin Falcone wrote:

On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:

I’ve installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I’m finding this
doesn’t seem to be true. Do I also need to install an additional
extension for this?

What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you’re doing

-kevin

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

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