[rt-users] Setting email as queue e-mail

[Kenneth Crocker]

Juan,


	I'm really confused here. When you say "Watchers", do you mean 
SPECIFICALLY the Watcher role in RT or are you talking about people 
"outside" RT sending in email to create tickets? Also,when you say "come 
back looking the same" are you talking about emails sent to create 
tickets that FAILED and came back to the sender or are you talking about 
  "Reply" email? There are 2 possible email address for a queue. Those 
are where emails are "SENT TO' RT. That is the address where "I would 
send MY email to an RT queue" in order to create a ticket or reply to 
correspondence that was sent to me "from that queue in RT". That much 
I'm pretty sure about, but heck, I've been wrong before. I'm not sure 
you have your email configuration set up the way you need it to be or 
expect it to be. Sorry, That's about all I know on this subject.

Kenn
LBNL

On 9/26/2008 10:48 AM, Juan Mas wrote:
> We have Watchers that might be on more than one queue.  Right now, 
> emails sent to any queue all come back looking the same, as far as 
> display name, and email address, and subject.  I figured that if you set 
> up the reply e-mail address for a queue's configuration, that would be 
> where the email would come from.  Id like for the Ops queue to have a 
> from email of operations at domain.com <mailto:operations at domain.com>, and 
> the helpdesk emails to be from helpdesk at domain.com 
> <mailto:helpdesk at domain.com>, and so on.  If i send an email to 
> operations at domain.com <mailto:operations at domain.com>, it works 
> correctly, going to right the queue.  But Id want the autoreply and all 
> other transactions to come from (at least visually) from 
> operations at domain.com <mailto:operations at domain.com>, or it's respective 
> queue.
> 
> On Fri, Sep 26, 2008 at 1:38 PM, Kenneth Crocker <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
> 
>     Juan,
> 
> 
>            If the email is being sent from "within" the RT system AND
>     the queue the correspondence is coming from has the correct email
>     address, then that should happen. WE have about 115 queues and they
>     all have a unique email address/alias. Howver, email that comes to
>     RT from outside RT, gets whatever it gets. that's just "Email" as
>     far as I know. There might be a way to interdept email from outside
>     RT and convert it, by why? Maybe I do not understand your problem.
>     Hope this helps.
> 
> 
>     Kenn
>     LBNL
> 
>     On 9/26/2008 8:51 AM, Juan Mas wrote:
> 
>         Im setting up some queues in RT and I need the e-mail address
>         the emails come from to be the correct queue email address.  For
>         example, the Operations email should come in as
>         operations at domain.com <mailto:operations at domain.com>
>         <mailto:operations at domain.com <mailto:operations at domain.com>>,
>         but now its coming in as "requestor email"@domain.com
>         <http://domain.com> <http://domain.com>.  I looked through
>         RT_Config and saw this line Set($FriendlyFromLineFormat ,
>         "\"#HELPDESK\" <%s>");, but Im not sure if that is what needs to
>         be changed.  Any help would be appreciated.  THanks.
> 
>         Juan
> 
> 
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