RT-Extension-CommandByMail <- I can't update tickets by mail

RT Users
1

I need some advice with getting the CommandByMail extension working. I’ve
followed the installation instructions here:

I’m on 4.4 so I’ve commented out the old @Mailplugin lines in
RT_Siteconfig.pm

Here’s an excerpt from RT_Siteconfig.pm where I’ve tried to add in the
correnct lines:

RT 4.2 plugins are not forward compatible with RT 4.4 - removed the

following (CJM)
#Plugin(‘RT::Extension::CommandByMail’);
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
#Set( $CommandByMailGroup, ‘APNK Staff’);

added for 4.4. by CJM

#Set( @MailPlugins,

“Action::Take”,

);

added by CJM

enables updating the status of a ticket via email

Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));

I’ve included the commented bits because that shows what I removed when I
upgraded to 4.4.

I have also applied the patch as specified in the instructions.

During early troubleshooting I looked for CommandByMail.pm and could not
find it in my RT installation. With some guesswork I figured it should be
found here:

/opt/rt4/lib/RT/Interface/Email/Action/

I downloaded the source .pm from the cpan.org page linked above and copied
it to that folder. I’ve checked that the permissions for it are the same as
the other files there.

Am I even on the right track here? I’m sending an update to RT with
“Status: resolved” as the only line in the body and the ticket isn’t
changing status.

Regards,
Chris

2

You still need the ‘Plugin’ line, so you’ll want to uncomment:

Plugin(‘RT::Extension::CommandByMail’);

I’d be curious why the file wasn’t installed when your ran ‘make
install’ only because the underlying issue might lead to other problems.
You might try running the install again to make sure the files are
installed correctly.

Lastly, note that we have one report of an issue with the
CommandByMailGroup option that we’re investigating.On 5/18/16 4:45 PM, Chris McClement wrote:

I need some advice with getting the CommandByMail extension working.
I’ve followed the installation instructions
here: RT::Extension::CommandByMail - Change ticket metadata via email - metacpan.org

I’m on 4.4 so I’ve commented out the old @Mailplugin lines in
RT_Siteconfig.pm

Here’s an excerpt from RT_Siteconfig.pm where I’ve tried to add in the
correnct lines:

RT 4.2 plugins are not forward compatible with RT 4.4 - removed the

following (CJM)
#Plugin(‘RT::Extension::CommandByMail’);
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
#Set( $CommandByMailGroup, ‘APNK Staff’);

added for 4.4. by CJM

#Set( @MailPlugins,

“Action::Take”,

);

added by CJM

enables updating the status of a ticket via email

Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));

I’ve included the commented bits because that shows what I removed when
I upgraded to 4.4.

I have also applied the patch as specified in the instructions.

During early troubleshooting I looked for CommandByMail.pm and could not
find it in my RT installation. With some guesswork I figured it should
be found here:

/opt/rt4/lib/RT/Interface/Email/Action/

I downloaded the source .pm from the cpan.org http://cpan.org page
linked above and copied it to that folder. I’ve checked that the
permissions for it are the same as the other files there.

Am I even on the right track here? I’m sending an update to RT with
“Status: resolved” as the only line in the body and the ticket isn’t
changing status.

Regards,
Chris

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016
3

Thanks Jim, that solved it!

For completeness, I did run the install again. Here’s how it went:

[root@myserver RT-Extension-CommandByMail-2.01]# perl Makefile.PL
Using RT configuration from /opt/rt4/lib/RT.pm:
etc => /opt/rt4/local/plugins/RT-Extension-CommandByMail/etc
lib => /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib
*** Module::AutoInstall version 1.16
*** Checking for Perl dependencies…
[Core Features]

  • Test::More …loaded. (1.001014)
  • IPC::Open2 …loaded. (1.04)
    *** Module::AutoInstall configuration finished.
    Open input
    ‘/root/commandbymail/RT-Extension-CommandByMail-2.01/lib/RT/Extension/CommandByMail/
    Test.pm.in’ file for substitution
    Open output
    ‘/root/commandbymail/RT-Extension-CommandByMail-2.01/lib/RT/Extension/CommandByMail/Test.pm’
    file for substitution
    Writing Makefile for RT::Extension::CommandByMail
    Writing MYMETA.yml and MYMETA.json
    [root@myserver RT-Extension-CommandByMail-2.01]# make
    Skip blib/lib/RT/Extension/CommandByMail.pm (unchanged)
    Skip blib/lib/RT/Extension/CommandByMail/Test.pm.in (unchanged)
    Skip blib/lib/RT/Interface/Email/Action/CommandByMail.pm (unchanged)
    Skip blib/lib/RT/Interface/Email/Filter/TakeAction.pm (unchanged)
    Skip blib/lib/RT/Extension/CommandByMail/Test.pm (unchanged)
    Manifying blib/man3/RT::Extension::CommandByMail.3pm
    Manifying blib/man3/RT::Interface::email::Action::CommandByMail.3pm
    Manifying blib/man3/RT::Interface::email::Filter::TakeAction.3pm
    [root@myserver RT-Extension-CommandByMail-2.01]# make install
    Appending installation info to
    /opt/rt4/local/plugins/RT-Extension-CommandByMail
    /lib/perllocal.pod

I suspect the “Skip blib/lib/RT/Interface/Email/Action/CommandByMail.pm
(unchanged)” may not have worked had I not done that manual copy. However I
am unsure as to why it didn’t copy over the in the first place. Never mind,
it’s working and I managed to resolve my test ticket with an email message.On Thu, 19 May 2016 at 09:21 Jim Brandt jbrandt@bestpractical.com wrote:

You still need the ‘Plugin’ line, so you’ll want to uncomment:

Plugin(‘RT::Extension::CommandByMail’);

I’d be curious why the file wasn’t installed when your ran ‘make
install’ only because the underlying issue might lead to other problems.
You might try running the install again to make sure the files are
installed correctly.

Lastly, note that we have one report of an issue with the
CommandByMailGroup option that we’re investigating.

On 5/18/16 4:45 PM, Chris McClement wrote:

I need some advice with getting the CommandByMail extension working.
I’ve followed the installation instructions
here:
RT::Extension::CommandByMail - Change ticket metadata via email - metacpan.org

I’m on 4.4 so I’ve commented out the old @Mailplugin lines in
RT_Siteconfig.pm

Here’s an excerpt from RT_Siteconfig.pm where I’ve tried to add in the
correnct lines:

RT 4.2 plugins are not forward compatible with RT 4.4 - removed the

following (CJM)
#Plugin(‘RT::Extension::CommandByMail’);
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
#Set( $CommandByMailGroup, ‘APNK Staff’);

added for 4.4. by CJM

#Set( @MailPlugins,

“Action::Take”,

);

added by CJM

enables updating the status of a ticket via email

Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));

I’ve included the commented bits because that shows what I removed when
I upgraded to 4.4.

I have also applied the patch as specified in the instructions.

During early troubleshooting I looked for CommandByMail.pm and could not
find it in my RT installation. With some guesswork I figured it should
be found here:

/opt/rt4/lib/RT/Interface/Email/Action/

I downloaded the source .pm from the cpan.org http://cpan.org page
linked above and copied it to that folder. I’ve checked that the
permissions for it are the same as the other files there.

Am I even on the right track here? I’m sending an update to RT with
“Status: resolved” as the only line in the body and the ticket isn’t
changing status.

Regards,
Chris

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016