Revisiting CommandByMail problem

To List,

I’ve continued to have problems with getting an error message from RT when
using CommandByMail and I found an interesting situation:

When I create a ticket using email and include many fields (dates and
otherwise), the ticket is created and I get no error message back.

When I try to update a ticket using CommandByMail (referencing the ticket
in the Subject line), the ticket is updated, yet I get an error message back
from RT in email stating errord for the date fields. Yet the data WAS
updated.

I went to the rt.log and noticed that the update fields get updated, then a
transaction Type “Correspond” is processed and THEN the error messages get
sent.

I then went to the DataBase and looked at the TRANSACTION Table and found
the transactions and sure enough, there is a transaction record Type “Set"
for each date field and any other fields all followed by that “Correspond”:
Type trans record. I also noticed that regardless of what non-date fields I
am updating in sequence after the date fields, the transactions for the date
fields are always processed last just before the transaction type
"correspond”.

I just did a complete install of CommandByMail to ensure I hadn’t
accidentally messed up any files.

So, I have two questions:

  1. Why does the “Create” email work without any error messages and the
    "Update" work but send error messages?
  2. Why would CBM go ahead and update the ticket and then only when it
    processes the “Correspond” transaction decide to send out error messages for
    the date fields?

Any and all help will be greatly appreciated.

Kenn
LBNL

I ran into the same issue when trying to set a due date in a reply. But during create it works. I got around it by providing my users a php web form that generates the email and forces them to set due date and priority at ticket creation. There is likely an easier way to do this, but many of the folks here that submit tickets aren’t RT users, so it works well to drive the users to pass the right info when sending in a request.-----Original Message-----
From: Kenneth Crocker kfcrocker@lbl.gov
Sender: rt-users-bounces@lists.bestpractical.com
Date: Mon, 22 Nov 2010 14:01:00
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Revisiting CommandByMail problem

To List,

I’ve continued to have problems with getting an error message from RT when
using CommandByMail and I found an interesting situation:

When I create a ticket using email and include many fields (dates and
otherwise), the ticket is created and I get no error message back.

When I try to update a ticket using CommandByMail (referencing the ticket
in the Subject line), the ticket is updated, yet I get an error message back
from RT in email stating errord for the date fields. Yet the data WAS
updated.

I went to the rt.log and noticed that the update fields get updated, then a
transaction Type “Correspond” is processed and THEN the error messages get
sent.

I then went to the DataBase and looked at the TRANSACTION Table and found
the transactions and sure enough, there is a transaction record Type “Set"
for each date field and any other fields all followed by that “Correspond”:
Type trans record. I also noticed that regardless of what non-date fields I
am updating in sequence after the date fields, the transactions for the date
fields are always processed last just before the transaction type
"correspond”.

I just did a complete install of CommandByMail to ensure I hadn’t
accidentally messed up any files.

So, I have two questions:

  1. Why does the “Create” email work without any error messages and the
    "Update" work but send error messages?
  2. Why would CBM go ahead and update the ticket and then only when it
    processes the “Correspond” transaction decide to send out error messages for
    the date fields?

Any and all help will be greatly appreciated.

Kenn
LBNL

To List,

I’ve continued to have problems with getting an error message from RT when using CommandByMail
and I found an interesting situation:

When I create a ticket using email and include many fields (dates and otherwise), the ticket
is created and I get no error message back.

When I try to update a ticket using CommandByMail (referencing the ticket in the Subject
line), the ticket is updated, yet I get an error message back from RT in email stating errord
for the date fields. Yet the data WAS updated.

I went to the rt.log and noticed that the update fields get updated, then a transaction Type
"Correspond" is processed and THEN the error messages get sent.

I then went to the DataBase and looked at the TRANSACTION Table and found the transactions and
sure enough, there is a transaction record Type “Set” for each date field and any other fields
all followed by that “Correspond”: Type trans record. I also noticed that regardless of what
non-date fields I am updating in sequence after the date fields, the transactions for the date
fields are always processed last just before the transaction type “correspond”.

I just did a complete install of CommandByMail to ensure I hadn’t accidentally messed up any
files.

So, I have two questions:

  1. Why does the “Create” email work without any error messages and the “Update” work but send
    error messages?
  2. Why would CBM go ahead and update the ticket and then only when it processes the
    "Correspond" transaction decide to send out error messages for the date fields?

If you’re passing a correctly formatted Due date on Correspond emails
and getting errors, then that may well be a bug. Your previous emails
have shown that you weren’t passing a valid Due date.

The easiest way to get this fixed is a patch that adds a failing test
to the testsuite.

-kevin

Kevin,

I’ve never written a perl program in my life. I’ve coded a few scrips here
and there.
I apologize for not having done a better job of testing my problems earlier.
They were all updates. I hadn’t tried a fresh create at that time.
When I create a new ticket via CommanbByMail, all commands work well. When I
copy/paste those same commands into an update email, the dates DO get
updated, but I get an error message in a returned email.
That’s the best info I can give you.
I wouldn’t know where to begin when it comes to coding a patch or testsuite.

Kenn
LBNLOn Mon, Nov 22, 2010 at 4:53 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Nov 22, 2010 at 02:01:00PM -0800, Kenneth Crocker wrote:

To List,

I’ve continued to have problems with getting an error message from RT
when using CommandByMail
and I found an interesting situation:

When I create a ticket using email and include many fields (dates and
otherwise), the ticket
is created and I get no error message back.

When I try to update a ticket using CommandByMail (referencing the
ticket in the Subject
line), the ticket is updated, yet I get an error message back from RT
in email stating errord
for the date fields. Yet the data WAS updated.

I went to the rt.log and noticed that the update fields get updated,
then a transaction Type
"Correspond" is processed and THEN the error messages get sent.

I then went to the DataBase and looked at the TRANSACTION Table and
found the transactions and
sure enough, there is a transaction record Type “Set” for each date
field and any other fields
all followed by that “Correspond”: Type trans record. I also noticed
that regardless of what
non-date fields I am updating in sequence after the date fields, the
transactions for the date
fields are always processed last just before the transaction type
"correspond".

I just did a complete install of CommandByMail to ensure I hadn’t
accidentally messed up any
files.

So, I have two questions:

  1. Why does the “Create” email work without any error messages and the
    "Update" work but send
    error messages?
  2. Why would CBM go ahead and update the ticket and then only when it
    processes the
    "Correspond" transaction decide to send out error messages for the
    date fields?

If you’re passing a correctly formatted Due date on Correspond emails
and getting errors, then that may well be a bug. Your previous emails
have shown that you weren’t passing a valid Due date.

The easiest way to get this fixed is a patch that adds a failing test
to the testsuite.

-kevin

I believe this is the same issue I was having and it stemmed from there being colons in the same line with the command.
i.e. Due: 2010-11-25 17:30:00

This command works both on update and create, but the mail server returns an error when updating:
Extended mailgate error
Failed command 'due: 2010-11-25 17:30:00’
Error message (no message)

Is this the same issue you are having?From: Kenneth Crocker kfcrocker@lbl.gov
Sender: rt-users-bounces@lists.bestpractical.com
Date: Tue, 23 Nov 2010 09:25:39
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Revisiting CommandByMail problem

Kevin,

I’ve never written a perl program in my life. I’ve coded a few scrips here
and there.
I apologize for not having done a better job of testing my problems earlier.
They were all updates. I hadn’t tried a fresh create at that time.
When I create a new ticket via CommanbByMail, all commands work well. When I
copy/paste those same commands into an update email, the dates DO get
updated, but I get an error message in a returned email.
That’s the best info I can give you.
I wouldn’t know where to begin when it comes to coding a patch or testsuite.

Kenn
LBNL

Joe,

That is EXACTLY what I’m getting.

Although I don’t include a “time” portion, so the only colon that exists is
right after the command.

Kenn
LBNLOn Tue, Nov 23, 2010 at 9:44 AM, Joe Harris drey111@gmail.com wrote:

I believe this is the same issue I was having and it stemmed from there
being colons in the same line with the command.
i.e. Due: 2010-11-25 17:30:00

This command works both on update and create, but the mail server returns
an error when updating:
Extended mailgate error
Failed command 'due: 2010-11-25 17:30:00’
Error message (no message)

Is this the same issue you are having?

Sent from blackberry

*From: * Kenneth Crocker kfcrocker@lbl.gov
*Sender: * rt-users-bounces@lists.bestpractical.com
*Date: *Tue, 23 Nov 2010 09:25:39 -0800
*To: *rt-users@lists.bestpractical.com
*Subject: *Re: [rt-users] Revisiting CommandByMail problem

Kevin,

I’ve never written a perl program in my life. I’ve coded a few scrips here
and there.
I apologize for not having done a better job of testing my problems
earlier. They were all updates. I hadn’t tried a fresh create at that time.
When I create a new ticket via CommanbByMail, all commands work well. When
I copy/paste those same commands into an update email, the dates DO get
updated, but I get an error message in a returned email.
That’s the best info I can give you.
I wouldn’t know where to begin when it comes to coding a patch or
testsuite.

Kenn
LBNL

On Mon, Nov 22, 2010 at 4:53 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Nov 22, 2010 at 02:01:00PM -0800, Kenneth Crocker wrote:

To List,

I’ve continued to have problems with getting an error message from RT
when using CommandByMail
and I found an interesting situation:

When I create a ticket using email and include many fields (dates and
otherwise), the ticket
is created and I get no error message back.

When I try to update a ticket using CommandByMail (referencing the
ticket in the Subject
line), the ticket is updated, yet I get an error message back from RT
in email stating errord
for the date fields. Yet the data WAS updated.

I went to the rt.log and noticed that the update fields get updated,
then a transaction Type
"Correspond" is processed and THEN the error messages get sent.

I then went to the DataBase and looked at the TRANSACTION Table and
found the transactions and
sure enough, there is a transaction record Type “Set” for each date
field and any other fields
all followed by that “Correspond”: Type trans record. I also noticed
that regardless of what
non-date fields I am updating in sequence after the date fields, the
transactions for the date
fields are always processed last just before the transaction type
"correspond".

I just did a complete install of CommandByMail to ensure I hadn’t
accidentally messed up any
files.

So, I have two questions:

  1. Why does the “Create” email work without any error messages and
    the “Update” work but send
    error messages?
  2. Why would CBM go ahead and update the ticket and then only when it
    processes the
    "Correspond" transaction decide to send out error messages for the
    date fields?

If you’re passing a correctly formatted Due date on Correspond emails
and getting errors, then that may well be a bug. Your previous emails
have shown that you weren’t passing a valid Due date.

The easiest way to get this fixed is a patch that adds a failing test
to the testsuite.

-kevin