Hello,
I would like to send a ticket in via email and have all of the following
actually add itself to the database:
Status:
Owner:
Queue:
RealName: Greg Evans
Name: Greg Evans
Requestor:
HomePhone: 360-462-4734
Password: 12345678
CustomField.{Operating System}: Windows <—Seems to work unless a "wrong"
value from the list that is there is inserted, then it fails to add it (no
surprise there though)
Comments: I just installed Outlook 2007 and Norton Internet Security and now
I cannot access email.
All of this information currently goes into comments and the things that I
have tagged as working already work properly which is fine, though I would
prefer that only the “Comments:” goes to comments.
What I want to do is add the other information to the requestors User
account as if I had typed it in Manually via Config->Users or by clicking
the “More about…” link in the ticket.
Am I doing something wrong, or is it not possible 
Thanks
Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212
All of this information currently goes into comments and the things that I
have tagged as working already work properly which is fine, though I would
prefer that only the “Comments:” goes to comments.
I allow a CF to be set via email and I strip it out of the ticket body
using the following:
our($SETSEV_REGEXP) =
q(^(?:)\sSet-Severity:\s*(\S+)\s*(?:|
|\s)\s$);
…
#***** maybe it came in via email *****
my($AttachObj) = $self->TransactionObj->ContentObj;
if (($AttachObj) && ($AttachObj->ContentType =~ m{^text})) {
my($content) = $AttachObj->Content;
if ($content =~ m{$SETSEV_REGEXP}im) {
my($new_sev) = “\L\u$1”;
$new_sev =~ s{<[^>]+>}{}g;
$CFDEFVAL = $new_sev if exists $known->{$new_sev};
# strip special commands from email content
$content =~ s{$SETSEV_REGEXP}{}igm;
# silently overwrite attachment content
$AttachObj->__Set(Field => 'Content', Value => $content);
}
}
Dealing with HTML in the email is a REAL bitch, but the above RE finally
worked…
Regards,
joe
Joe Casadonte
joe.casadonte@oracle.com
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