Spaces not allowed in Custom Fields when generating tickets via e-mail

RT Users
1

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

Thanks
Firas Batal

2

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

I also just found this problem. Has anyone found a solution (aside from
renaming the custom field)?

Thanks,
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

3

I don’t do this on my own system, but this suggests you can have spaces
in custom field names.
http://wiki.bestpractical.com/view/ExtractCustomFieldValues

Jean-Sebastien Morisset wrote:> On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote:

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

I also just found this problem. Has anyone found a solution (aside from
renaming the custom field)?

Thanks,
js.

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

4

Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the
following line:

    last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;

with

    last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;

stop and start server, test, report back. however this change will
make ‘:’ character illegal in CF name.On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset jsmoriss@mvlan.net wrote:

On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote:

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

I also just found this problem. Has anyone found a solution (aside from
renaming the custom field)?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

5

Hi,

Thanks Ruslan for your help. It works like a charm!

Thanks
Firas Batal

Behalf Of Ruslan ZakirovSent: Tuesday, June 10, 2008 5:36 PM
To: Jean-Sebastien Morisset
Cc: Firas Batal; RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Spaces not allowed in Custom Fields when
generating tickets via e-mail

Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the
following line:

    last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;

with

    last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;

stop and start server, test, report back. however this change will
make ‘:’ character illegal in CF name.

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl
5.10.

I have installed RT::Extension::CommandByMail and the functionality
is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

I also just found this problem. Has anyone found a solution (aside
from
renaming the custom field)?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

6

Ruslan,

I was following this thread because I was having trouble creating a

ticket via email using the format found in Tools->Offline. It didn’t
take any of the data I entered for the Requestor and Owner and a few
other fields. SO I went to the file you wrote here, just to see what I
can see (the bear went over the mountain…) and the TakeAction file is
not in that directory. Would my trouble creating a ticket via email with
the offline format be caused by that file NOT being there? Thanks.

Kenn
LBNLOn 6/10/2008 2:35 PM, Ruslan Zakirov wrote:

Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the
following line:

    last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;

with

    last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;

stop and start server, test, report back. however this change will
make ‘:’ character illegal in CF name.

On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset jsmoriss@mvlan.net wrote:

On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote:

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?
I also just found this problem. Has anyone found a solution (aside from
renaming the custom field)?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

7

You need CommandByEmail extension for this.On Thu, Jun 19, 2008 at 1:18 AM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Ruslan,

   I was following this thread because I was having trouble creating a

ticket via email using the format found in Tools->Offline. It didn’t take
any of the data I entered for the Requestor and Owner and a few other
fields. SO I went to the file you wrote here, just to see what I can see
(the bear went over the mountain…) and the TakeAction file is not in that
directory. Would my trouble creating a ticket via email with the offline
format be caused by that file NOT being there? Thanks.

Kenn
LBNL

On 6/10/2008 2:35 PM, Ruslan Zakirov wrote:

Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the
following line:

   last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;

with

   last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;

stop and start server, test, report back. however this change will
make ‘:’ character illegal in CF name.

On Tue, Jun 10, 2008 at 8:48 PM, Jean-Sebastien Morisset jsmoriss@mvlan.net wrote:

On Mon, Jun 09, 2008 at 09:29:19PM -0400, Firas Batal wrote:

Hi everyone,

I am sending this email hopping that someone has encountered this
anomaly before.

We have 3.6.3 installed on RHEL4, Apache 2.x, MySQL 5.0.45, Perl 5.10.

I have installed RT::Extension::CommandByMail and the functionality is
great. But, the mechanism fails when I need to set the values of a
custom field that has spaces, as shown in below. The custom field
could be set correctly using web UI, but not through emails!

Status: open
CustomField.{Request Type}: foo

Have anyone encountered this before?

I also just found this problem. Has anyone found a solution (aside from
renaming the custom field)?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

8

Ruslan,

I was following this thread because I was having trouble creating a
ticket via email using the format found in Tools->Offline. It didn’t
take any of the data I entered for the Requestor and Owner and a few
other fields. SO I went to the file you wrote here, just to see what I
can see (the bear went over the mountain…) and the TakeAction file is
not in that directory. Would my trouble creating a ticket via email with
the offline format be caused by that file NOT being there? Thanks.

Kenn
LBNL

Guys, in lib/RT/Interface/Email/Filter/TakeAction.pm file replace the
following line:

    last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;

with

    last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/;

stop and start server, test, report back. however this change will
make ‘:’ character illegal in CF name.

BTW, this caused a little problem when someone opened a ticket with the
contents of a log file, so I tweeked the regex to make it just a
little more restrictive:

last if $line !~ /^(?:([^:]+):\s+?(.)\s?|)$/;

Thanks again, BTW. This saved me from renaming all my Custom Fields. :slight_smile:

js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net