Misleading message sent by RT::Extension::CommandByMail

RT Users
1

Hello,

I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open a
ticket with status “Stalled”, I get an email with the following error
message:

"Couldn’t create ticket from message with commands, fallback to standard
mailgate.

Error: New tickets can not have status ‘stalled’ in this queue."

The error message is misleading - the ticket is created, but with status
"New" instead of “Stalled”. I am not sure if this is a problem on the plugin
though - the plugin expects that a new ticket id is returned by the sub
"Create" at lib/RT/Ticket.pm when ticket creation was successful. The sub
doesn’t return the ticket id on this case though. Is this considered to be a
bug?

Best regards,
Aline

2

What’s misleading? Message with commands applied failed, simple creation
procedure was used with all commands ignored. I don’t remember, but probably
an option exists to avoid fallback. What do you expect to happen when
commands are invalid?

Regards, Ruslan. From phone.

написал:

3

I hadn’t realized that “fallback to standard mailgate” meant “simple
creation procedure was used with all commands ignored”.

Maybe that was the problem here. Would it make sense to change that message
a little bit and make it easier to understand?

Best regards,
AlineOn Sat, Oct 22, 2011 at 9:10 AM, Ruslan Zakirov ruz@bestpractical.comwrote:

What’s misleading? Message with commands applied failed, simple creation
procedure was used with all commands ignored. I don’t remember, but probably
an option exists to avoid fallback. What do you expect to happen when
commands are invalid?

Regards, Ruslan. From phone.
22.10.2011 0:19 пользователь “Aline Guedes” aline.guedes@gmail.com
написал:

Hello,

I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open a
ticket with status “Stalled”, I get an email with the following error
message:

"Couldn’t create ticket from message with commands, fallback to standard
mailgate.

Error: New tickets can not have status ‘stalled’ in this queue."

The error message is misleading - the ticket is created, but with status
“New” instead of “Stalled”. I am not sure if this is a problem on the plugin
though - the plugin expects that a new ticket id is returned by the sub
“Create” at lib/RT/Ticket.pm when ticket creation was successful. The sub
doesn’t return the ticket id on this case though. Is this considered to be a
bug?

Best regards,
Aline

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Washington DC, USA – October 31 & November 1, 2011
  • Barcelona, Spain – November 28 & 29, 2011
4

Le 21/10/2011 � 18:18:55-0200, Aline Guedes a �crit

Hello,

I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open a
ticket with status “Stalled”, I get an email with the following error message:

"Couldn’t create ticket from message with commands, fallback to standard
mailgate.

Error: New tickets can not have status ‘stalled’ in this queue."

You can change that by putting

    transitions => {
        ''       => [qw(new open resolved stalled)],

        # from   => [ to list ],
        new      => [qw(open stalled resolved rejected deleted)],
        open     => [qw(new stalled resolved rejected deleted)],
        stalled  => [qw(new open rejected resolved deleted)],
        resolved => [qw(new open stalled rejected deleted)],
        rejected => [qw(new open stalled resolved deleted)],
        deleted  => [qw(new open stalled rejected resolved)],
    },

instead

    transitions => {
        ''       => [qw(new open resolved)],

        # from   => [ to list ],
        new      => [qw(open stalled resolved rejected deleted)],
        open     => [qw(new stalled resolved rejected deleted)],
        stalled  => [qw(new open rejected resolved deleted)],
        resolved => [qw(new open stalled rejected deleted)],
        rejected => [qw(new open stalled resolved deleted)],
        deleted  => [qw(new open stalled rejected resolved)],
    },

in the

Set(%Lifecycles

in your

RT_SiteConfig.pm

to allow RT create new ticket with stalled status.

Regards.

JAS

Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
T�l�phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mer 30 nov 2011 15:33:51 CET

5

Thanks for your suggestion Albert.

I decided to create a patch and change the message in my RT instance though
:slight_smile:

Best regards,
AlineOn Wed, Nov 30, 2011 at 12:35 PM, Albert Shih Albert.Shih@obspm.fr wrote:

Le 21/10/2011 à 18:18:55-0200, Aline Guedes a écrit

Hello,

I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open
a
ticket with status “Stalled”, I get an email with the following error
message:

"Couldn’t create ticket from message with commands, fallback to standard
mailgate.

Error: New tickets can not have status ‘stalled’ in this queue."

You can change that by putting

   transitions => {
       ''       => [qw(new open resolved stalled)],

       # from   => [ to list ],
       new      => [qw(open stalled resolved rejected deleted)],
       open     => [qw(new stalled resolved rejected deleted)],
       stalled  => [qw(new open rejected resolved deleted)],
       resolved => [qw(new open stalled rejected deleted)],
       rejected => [qw(new open stalled resolved deleted)],
       deleted  => [qw(new open stalled rejected resolved)],
   },

instead

   transitions => {
       ''       => [qw(new open resolved)],

       # from   => [ to list ],
       new      => [qw(open stalled resolved rejected deleted)],
       open     => [qw(new stalled resolved rejected deleted)],
       stalled  => [qw(new open rejected resolved deleted)],
       resolved => [qw(new open stalled rejected deleted)],
       rejected => [qw(new open stalled resolved deleted)],
       deleted  => [qw(new open stalled rejected resolved)],
   },

in the

   Set(%Lifecycles

in your

   RT_SiteConfig.pm

to allow RT create new ticket with stalled status.

Regards.

JAS

–
Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mer 30 nov 2011 15:33:51 CET