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Ticket Resolution Summary Owner Reporter
#18 fixed Support replying to ticket notifications bas chrivers@…

I'm trying to use trac+email2trac as a request tracket for the support@ email address at our company.

It mostly works, except for the following problems:

1) If the reporter answers to a notification email, that email is either sent from support@company, in which case the reply becomes a _new_ ticket, or it's sent from <other>@company, in which case it's not tracked. It doesn't seem to be possible to track replies to notifications, as replies in trac.

2) It's not possible to exclusively use trac, since for example you cannot attach files when replying to tickets. I don't want to use trac exclusively either, since my mail client is much nicer to compose mails in.

To solve these problems, I suggest something like the following scenario:

  • The ticket number is put in the subject, like with RequestTracker? ("Ticket #42: Question about foo")

  • A customer, bob@… has a request for support@…. He sends his question like a normal email (which pipes into email2trac)
  • The company recieves a new ticket notification from trac (or email2trac), with the Reply-to header set to support@…. They reply to bobs request.
  • Email2trac now gets another notification. This time it contains a valid ticket number in the subject, so email2trac can know it's a reply to a ticket, not a new ticket. The new text gets added as a reply to the ticket, and bob@… is sent the new reply as well.
  • Bob has further questions, so he replies back to the ticket notification
  • Bobs reply is again added as a reply in trac, and the company receives his reply
  • The company this time send the final information to bob, and adds "FIXED" in the subject.
  • The reply from the company is added in trac, and the ticket is closed. The reply is sent to bob.

I hope you can see the idea I have for using trac as a sort of mediator, or ticket gateway, if you will. As far as I can see, it should already be able to update tickets, although I have not successfully made this work yet.

Can you tell me what kind of work would be required to make email2trac act as outlined here? Would patches be accepted?

#19 fixed mysterious problem bas "James Switzer" <greatflamingfoo@…>
for some reason the run_email2trac wrapper is failing. the email2trac
script works with the same input if run as root.

$run_email2trac --project=dummy < dummy.eml
returns 254

-------- /etc/email2trac.conf -----------
project: /home/scdev/trac/projects/dummy
debug: 1
umask: 022
spam_level: 3
reply_all: 1
mailto_link: 0
umask: 022
email_comment: >
email_header: 0
trac_version: 0.10
enable_syslog: 1
drop_spam: 0
verbatim_format: 1
strip_signature: 0
#20 fixed fails with request for r/w permissions when user possesses them already anonymous rercola@…

I have a Trac 0.10.3 install on this machine, and I grabbed email2trac 0.10, configured it using dpkg-buildpackage, and installed it as a deb.

I edited the config to point to my trac install, and then edited postfix to point appropriately and run run_email2trac.

It silently failed a number of times before I thought to turn on syslog, and it now prints the following error:

Aug 9 06:30:07 einstein email2trac: Traceback (most recent call last): Aug 9 06:30:07 einstein email2trac: File "/usr/bin/email2trac", line 1062, in ? tktparser.parse(sys.stdin) Aug 9 06:30:07 einstein email2trac: File "/usr/bin/email2trac", line 647, in parse self.db = self.env.get_db_cnx() Aug 9 06:30:07 einstein email2trac: File "/var/lib/python-support/python2.4/trac/", line 182, in get_db_cnx return DatabaseManager?(self).get_connection() Aug 9 06:30:07 einstein email2trac: File "/var/lib/python-support/python2.4/trac/db/", line 75, in get_connection return self._cnx_pool.get_cnx(self.timeout or None) Aug 9 06:30:07 einstein email2trac: File "/var/lib/python-support/python2.4/trac/db/", line 101, in get_cnx cnx = self._connector.get_connection(self._kwargs) Aug 9 06:30:07 einstein email2trac: File "/var/lib/python-support/python2.4/trac/db/", line 113, in get_connection return SQLiteConnection(path, params) Aug 9 06:30:07 einstein email2trac: File "/var/lib/python-support/python2.4/trac/db/", line 150, in init raise TracError?('The user %s requires read _and_ write ' \ Aug 9 06:30:07 einstein email2trac: TracError?: The user trac requires read _and_ write permission to the database file /var/acmtrac/trac-project/db/trac.db and the directory it is located in.

However, if we check the permissions... # ls -al /var/acmtrac/trac-project/db total 6352 drwxr-xr-x 2 trac trac 4096 Aug 9 06:22 . drwxr-xr-x 10 trac root 4096 Aug 9 06:10 .. -rw-r--r-- 1 trac root 2149376 Aug 9 06:22 trac.db

I'm rather at a loss. Trac functions fine, for what it's worth, so whatever it is, it's not breaking trac itself, just email2trac...

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