Custom Query (332 matches)

As mentioned in #252, we're using this script to handle incoming customer email. In this use case, it is possible to confuse the script simply by having two tickets named the same (or, with Email2Trac, two emails with the same subject line).

To reproduce:

• Obtain two email accounts, accountA and accountB.
• From both accounts send an email with the same subject line.
• Email2Trac will create two tickets.
• Use both accounts to reply to their own email.
• Email2Trac will place both replies on accountB's ticket (whichever has the higher ticket number).

Expected behavior:

• I would expect accountA's reply to go to accountA's ticket instead.
• If no ticket number is found in subject line and multiple tickets match the subject line, Email2Trac should prioritize tickets that have reporter equal to the email sender.

Hello,

I love your product, it is a vital part of our workflow. We upgraded a few weeks ago, but only recently noticed that tickets were not being reopened when the reporter replied to the notification email on a closed ticket. Your documentation says to do this in email2trac.conf:

[project] # workflow_<ticket status>: <workflow name> workflow_closed: reopen

This makes it seem like you need to literally create a block called [project] (since there is such a thing in trac.ini) with workflow directive line, when in fact you only need to add the workflow directive line to the [DEFAULT] block. I would suggest changing your documentation to make this less confusing. I spent several frustrating hours trying to figure out why it wasn't working.

Thanks,

Ken Geter Academic Technologist / PhD student Iliff School of Theology Denver, CO, USA

So I am getting this in the output logs

2011-07-28 13:52:54,438 email2trac atol: Loading environment /var/trac/atol 2011-07-28 13:52:54,577 email2trac atol: Trac project does not exists: /var/trac/atol

• email2trac.conf

  [DEFAULT]
  parentdir: /var/trac
  project: /var/trac/atol
  debug: 1
  log_type: file
  log_level: DEBUG
  log_file: /tmp/email2trac.log
  umask: 022
  spam_level: 5
  reply_all : 0
  mailto_link: 0
  umask: 022
  email_header: 0
  trac_version: 0.12
  # enable_syslog : 1
  alternate_notify_template :
  alternate_notify_template_update :
  drop_spam : 0
  verbatim_format: 1
  strip_signature: 1
  email_quote: >
  strip_quotes: 0
  ignore_trac_user_settings: 0
  black_list: MAILER-DAEMON@
  drop_alternative_html_version: 1
  ticket_update: 1
  strip_signature: 1
  html2text_cmd: /usr/bin/html2text -nobs
  trac_version: 0.12
  
  [atol]
  d318support_component : Branch_Support
  d318support_ttd : D318-support
  
  atolsupport_component : ATOLNet
  atolsupport_ttd : atol-support 
  

• aliases

  trac: "| /usr/local/bin/email2trac --project=atol"
  d318-support: "| /usr/local/bin/email2trac --project=atol --ticket_prefix=d318support"
  atol-support: "| /usr/local/bin/email2trac --project=atol --ticket_prefix=atolsupport"
  

• using trac .0.12.2
• I can't get any of the aliases working.. help?