CommandByMail + SLA, set CF SLA using email does not work

RT Users
1

Hi,

we are using the current version 0.03 of

in a productive environment - works great - very
good work.

Also, we are using RT-Extension-CommandByMail to
set e.g. the SLA by email (AddCF.{SLA}:Task-low),
but this does not work.

The logfile tells me about the correct
parsing from CommandByMail:

 [Mon May 30 16:08:45 2011] [debug]: Got command

addcustomfield{sla} => Task-low

(/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Emai
l/Filter/TakeAction.pm:213)

But the Condition/SLA_RequireDefault.pm told me (I checked this by
adding some debug info)
no SLA is set - and of course, set’s the default one.

Independent of email-configure “SLA” using CommandByMail, the
CommandByMail works fine.

How can I go on tracking down the problem ?

Kind regards
Danny

2

Hi,

we are using the current version 0.03 of
RT-Extension-SLA-0.05 - Service Level Agreements for RT - metacpan.org
in a productive environment - works great - very
good work.

Also, we are using RT-Extension-CommandByMail to
set e.g. the SLA by email (AddCF.{SLA}:Task-low),
but this does not work.

The logfile tells me about the correct
parsing from CommandByMail:

    [Mon May 30 16:08:45 2011] [debug]: Got command

addcustomfield{sla} => Task-low

(/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Emai
l/Filter/TakeAction.pm:213)

But the Condition/SLA_RequireDefault.pm told me (I checked this by
adding some debug info)
no SLA is set - and of course, set’s the default one.

Independent of email-configure “SLA” using CommandByMail, the
CommandByMail works fine.

How can I go on tracking down the problem ?

Try to use TransactionBatch stage for the SLA scrip that sets default value.

Kind regards
Danny

Best regards, Ruslan.

3

Hi,

Also, we are using RT-Extension-CommandByMail to
set e.g. the SLA by email (AddCF.{SLA}:Task-low),
but this does not work.

Try to use TransactionBatch stage for the SLA scrip that sets default value.

no, this does not work either.

regards
Danny

4

Hi,

Also, we are using RT-Extension-CommandByMail to
set e.g. the SLA by email (AddCF.{SLA}:Task-low),
but this does not work.

Try to use TransactionBatch stage for the SLA scrip that sets default value.

no, this does not work either.

Is it possible that you have several custom fields named SLA? Check database.

regards
Danny

Best regards, Ruslan.

5

Is it possible that you have several custom fields named SLA? Check database.
SELECT * FROM CustomFields WHERE Name LIKE ‘SLA’ LIMIT 0 , 30
→ 1 record found

No, only one SLA CF-field.
Danny