Custom fields w. Mailgate in RT 3.6.0rc2

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Hello,

Are there instructions anywhere that explain how to parse out custom
field information from tickets emailed into the queues via rt-mailgate?

I would really love to start using this feature, I understand this
was something in the works for 3.6? Is this working yet? Can I help
test this?


Joe Auty
UITS Messaging Team
jauty@indiana.edu

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I would really love to start using this feature, I understand this
was something in the works for 3.6? Is this working yet? Can I help
test this?

Jesse’s RT::Extension::CommandByMail
(http://search.cpan.org/~jesse/RT-Extension-CommandByMail-0.02/lib/RT/Extension/CommandByMail.pm) may do what you’re looking for. I’m not sure as I have not tested it.

Alternatively, there are wiki entries that explain how to do this.

Joshua Colson jcolson@voidgate.org

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I’ll take a look at the Perl module, but I also want to make sure I’m
seeing the Wiki entry you are thinking of…

Is this it?

http://wiki.bestpractical.com/index.cgi?UseRtTool

This page says

It can both query and update the RT database. bin/rt has its
limitations; it cannot deal with custom fields yet (as of January,
2006).

  • As far as I know, bin/rt can’t handle custom fields, which limits
    its usefulness.
  • With the command line tool for RT-3.4, you can handle custom fields:

This seems a little contradictory… I also have an email from Jesse
Vincent that says the following:

Is it possible to insert/create/modify custom fields via the
command line
interface.

Yes, as of RT 3.6preX.

Anyone care to clarify what the status is here, and what I need to
look into? I’m running the 3.6 rc, working off of the information
Jesse provided to the list.On May 31, 2006, at 7:31 PM, Joshua Colson wrote:

On Wed, 2006-05-31 at 18:48 -0400, Joe Auty wrote:

I would really love to start using this feature, I understand this
was something in the works for 3.6? Is this working yet? Can I help
test this?

Jesse’s RT::Extension::CommandByMail
(http://search.cpan.org/~jesse/RT-Extension-CommandByMail-0.02/lib/
RT/Extension/CommandByMail.pm) may do what you’re looking for. I’m
not sure as I have not tested it.

Alternatively, there are wiki entries that explain how to do this.


Joshua Colson jcolson@voidgate.org

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I’ll take a look at the Perl module, but I also want to make sure I’m
seeing the Wiki entry you are thinking of…

Is this it?

http://wiki.bestpractical.com/index.cgi?UseRtTool

No. Although that may be another way to accomplish what you want. I was
thinking more like this one:
http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail

Anyone care to clarify what the status is here, and what I need to
look into? I’m running the 3.6 rc, working off of the information
Jesse provided to the list.

I’m currently using RT 3.6 command line tool to set/update custom
fields. Something like this works:

rt create -t ticket set queue=‘QueueName’ set status=‘open’ set
requestor=$USER set owner=$USER add
CF-CustomFieldName=‘CustomFieldValue’

My recommendation (without any real basis) is that you should lean
toward using Jesse’s extension as it is the most likely to be The Right
Way
in the future.

HTH

Joshua Colson jcolson@voidgate.org
VoidGate InterNetworks