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RT::Extension::CommandByMail - Change ticket metadata via email


Works with RT 4.0, 4.2, 4.4, 5.0


    (Send email with content that looks like the following.)

    Status: stalled
    Subject: change subject

    The comment/reply text goes here


For users of versions of this extension prior to 3.0: Please note that now you will not receive an unknown command error email for unknown commands. There will be a warning in the logs whenever an unknown command is encountered. A setting was added to restore the previous behavior. See the setting $CommandByMailErrorOnUnknown under "Configuration" for more information.


perl Makefile.PL
make install

May need root permissions

Edit your /opt/rt5/etc/

If you are using RT 4.2 or greater, add this line:


For RT 4.0, add this line:

    Set(@Plugins, qw(RT::Extension::CommandByMail));

or add RT::Extension::CommandByMail to your existing @Plugins line.

For RT 4.2 or older, also add Filter::TakeAction to your @MailPlugins configuration, as follows:

    Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

For RT 4.4 or newer, the plugin code is in Action::CommandByMail, so add this:

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

Be sure to include Auth::MailFrom in the list as well.

Note: The plugin name has changed for RT 4.4, so after upgrading you must also update your file to change Filter::TakeAction to the new Action::CommandByMail.

Patch RT

For RT 4.4.0, apply the included patch:

    cd /opt/rt4  # Your location may be different
    patch -p1 < /download/dir/RT-Extension-CommandByMail/etc/handle_action_pass_currentuser.patch
Restart your webserver


In addition to adding the configuration above to activate the extension in RT, the following options are available.


You may set a $CommandByMailGroup to a particular group ID in RT_SiteConfig. If set, only members of this group may perform commands by mail.


You may set this configuration value to the name of a header to examine as well. For example:

    Set($CommandByMailHeader, "X-RT-Command");


If set, the body will not be examined, only the header defined by the previous configuration option.


Prior to 2.02, this extension throws an error if it finds an unknown command. This is no longer the case. Setting this option will restore that legacy behavior.


This extension is incompatible with UnsafeEmailCommands RT option.


This extension allows you to manage ticket metadata via email. You may put commands into the beginning of an email, and the extension will apply them. The list of commands is detailed below.

CAVEAT: commands are line oriented, so you can't expand to multiple lines for each command, i.e. values can't contains new lines. The module also currently expects and parses text, not HTML.


This extension parses the body, and optionally a header, in incoming messages for commands to update ticket metadata. The format of commands is:

    Command: value
    Command: value

You can find list of "COMMANDS" below.

Some commands (like Status, Queue and other) can be used only once. Commands that manage lists can be used multiple times, for example link, custom fields and watchers commands. Also, the latter can be used with Add and Del prefixes to add/delete values from the current list of the ticket you reply to or comment on.



Queue: <name>

Set new queue for the ticket

Subject: <string>

Set new subject to the given string

Status: <status>

Set new status, one of new, open, stalled, resolved, rejected or deleted

Owner: <username>

Set new owner using the given username

Priority: <#>

Set new priority to the given value

FinalPriority: <#>

Set new final priority to the given value


Set new date/timestamp, or 0 to unset:

    Due: <new timestamp>
    Starts: <new timestamp>
    Started: <new timestamp>


Set new times to the given value in minutes. Note that on correspond/comment TimeWorked add time to the current value.

    TimeWorked: <minutes>
    TimeEstimated: <minutes>
    TimeLeft: <minutes>


Manage watchers: requestors, ccs and admin ccs. This commands can be used several times and/or with Add and Del prefixes, for example Requestor comand set requestor(s) and the current requestors would be deleted, but AddRequestor command adds to the current list.

    Requestor: <address> Set requestor(s) using the email address
    AddRequestor: <address> Add new requestor using the email address
    DelRequestor: <address> Remove email address as requestor
    Cc: <address> Set Cc watcher(s) using the email address
    AddCc: <address> Add new Cc watcher using the email address
    DelCc: <address> Remove email address as Cc watcher
    AdminCc: <address> Set AdminCc watcher(s) using the email address
    AddAdminCc: <address> Add new AdminCc watcher using the email address
    DelAdminCc: <address> Remove email address as AdminCc watcher

Manage links. These commands are also could be used several times in one message.

    DependsOn: <ticket id>
    DependedOnBy: <ticket id>
    RefersTo: <ticket id>
    ReferredToBy: <ticket id>
    Members: <ticket id>
    MemberOf: <ticket id>

Custom field values

Manage custom field values. Could be used multiple times. (The curly braces are literal.)

    CustomField.{<CFName>}: <custom field value>
    AddCustomField.{<CFName>}: <custom field value>
    DelCustomField.{<CFName>}: <custom field value>

Short forms:

    CF.{<CFName>}: <custom field value>
    AddCF.{<CFName>}: <custom field value>
    DelCF.{<CFName>}: <custom field value>

Transaction Custom field values

Manage custom field values of transactions. Could be used multiple times. (The curly braces are literal.)

    TransactionCustomField.{<CFName>}: <custom field value>

Short forms:

    TxnCustomField.{<CFName>}: <custom field value>
    TransactionCF.{<CFName>}: <custom field value>
    TxnCF.{<CFName>}: <custom field value>


This extension has no extended auth system; so all security issues that apply to the RT in general also apply to the extension.



This method provides the main email processing functionality. It supports both RT 4.2 and earlier and 4.4 and later. To do this, the return hashes contain some values used by 4.2 code and some used by 4.4. The return values coexist and unused values are ignored by the different versions.

For 4.4, returning { DeferToRT => 1 } invokes the normal RT mail processing flow. This allows CommandByMail to pass on processing an email message for cases like a user not being a member of CommandByMailGroup.

ParseCcAddressesFromHead HASH

Takes a hash containing QueueObj, Head and CurrentUser objects. Returns a list of all email addresses in the To and Cc headers b<except> the current Queue's email addresses, the CurrentUser's email address and anything that the configuration sub RT::IsRTAddress matches.


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All bugs should be reported via email to


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This software is Copyright (c) 2014-2020 by Best Practical Solutions

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991