Issue with Extended mail commands

RT Users
1

Hello,

We are currently running RT 3.4.4 on Debian. I have installed RT-Extension-CommandByMail along with the applicable patch.

The issue we are having is our own software solution sends out automated alert emails to our support email with this as first line in the notificaiton:

hostname: xxxxx

this causes an Extended mailgate error for the unknown command “hostname”.

My question is how can I resolve this? Shouldn’t the extension ignore entries that are not commands?

Thank-you,
Frank

2

Frank Balonis wrote:

Hello,

We are currently running RT 3.4.4 on Debian. I have installed
RT-Extension-CommandByMail along with the applicable patch.

The issue we are having is our own software solution sends out automated
alert emails to our support email with this as first line in the
notificaiton:

hostname: xxxxx
[snip]
My solution was to create a script using Mail::Audit to remove colons
after the first word on anything sent to a particular queue.

I would like it better if your proposal was implemented. Best of all,
if the extended mail command would ignore everything after two \n
(similar to how email itself separates headers from body content).

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

559.244.3734

Everything is possible. Pass the word.
– Rita Mae Brown, “Six of One”

3

Hi RT Users, Jesse,

At weekend we tried to use commandbymail extension, but it ends up in
lots of trouble.

For me it looks like (and that’s what I also found at the lilst inside a
posting from Robert G. Werner) Command By Mail is trying to handle all
Words he find with an “:”, that’s not good!

Example:

A Mail with the Content:

System_Name: ASKNEHST
Order_Type: new

Generates this Error:

Failed command 'system_name: ASKNEHST’
Error message: Command ‘system_name’ is unknown

Failed command 'Order_type: new’
Error message: Command ‘order_type’ is unknown

But from my Point of view, it will make more sense to handle only the
known commands and not each word he finds separated with the “:”

Any Ideas how to fix this???

Torsten

4

Well, I don’t know how to “fix it”, but what we do here is put asterisks after we put in our commands and it looks like that stops CommandByMail to continue looking for commands. If we don’t do the asterisks, then it will definitely continue going down the line looking for words with “:” at the end (this is annoying when forwarding messages into RT).

So, we would do:

Requestor: BillyBob

Owner: JoeSchmoe

Also as a side note, we’ve found if you send in Tickets in HTML format it will only read the first “Command” and the not following lines.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ham MI-ID, Torsten Brumm
Sent: Thursday, August 16, 2007 6:42 AM
To: Ham MI-ID, Torsten Brumm; rt-users@lists.bestpractical.com
Cc: j@bestpractical.com
Subject: AW: [rt-users] Issue with Extended mail commands / CommandByMail

Nobody have a hint on this problem?!?

Torsten