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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi we are a support firm, and have just begun looking at
request tracker as a way of tracking the progress of our support calls. We have
created a default queue called support of which all our support email enters <span
class=SpellE><span class=GramE>rt</span></span> so that we can monitor their
progress. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>The problem we are finding is that when we receive a support
email and it enters <span class=SpellE>rt</span> as a new ticket, when we reply
to the sender through the <span class=SpellE>rt</span> interface the header of
the email back to the sender is of the form:- <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>From: <span class=SpellE>postmaster@brown</span> on behalf
of <a href="mailto:support@ourdomain.com">support@ourdomain.com</a><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>What we would like to do is have the email coming back with
the <span class=GramE>From</span> tag as:-<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><span class=SpellE><span class=GramE><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>postmaster@brown</span></font></span></span><span
class=GramE><font size=2 face=Arial><span style='font-size:10.0pt;font-family:
Arial'>; on behalf of on behalf of My Name via RT [support@ourdomain.com].</span></font></span><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>This would be more informative to our clients on who has
actually handled the support issue. We have seen this style of header from
other firms. However do not know how to set this up. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Could someone please <span class=GramE>help.</span><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Cheers<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Paul<o:p></o:p></span></font></p>
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