I have been using SetTicketPropertiesViaMail from the RT wiki to let my RT users (techs) set ownership and status from email. I'm using the first technique on the above referenced wiki article. This technique has been working fine for at least a couple of months. Our users use this feature either from Outlook or from their Blackberry. We use MS Exchange. Our mail admin recently re-did the Exchange server. The Scrip still works fine from Outlook, but it does not work from the Blackberry devices. As I dug deeper, I found that messages from the Blackberry devices are being converted to HTML. RT ends up with two messages for each email sent from the Blackberry: one listed as text/plain, and the other listed as text/html. Despite the fact that there are two forms of the same message, neither works.
Like I said earlier, this still works from Outlook, just not from the Blackberry devices. Below is a copy of what appears in the content. Outlook is replying to the message with plain text. When a message goes through the Blackberry, it gets converted to HTML - apparently by Exchange. I attached a screenshot of what the transaction looks like. Below is the content of each.
_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
