<div dir="ltr">Ok, Im sorry if I was unclear. I mean, the queue admins along with requestors. Plain and simply, I want e-mails that go through the RT system to have their own e-mail address per each queue.<br><br>If a ticket gets created/replied to/commented on for the Operations queue, I want all correspondence to come from '<a href="mailto:operations@domain.com">operations@domain.com</a>', not from '<a href="mailto:helpdesk@domain.com">helpdesk@domain.com</a>' and not from '"joe user"@<a href="http://domain.com">domain.com</a>'. If its from the Helpdesk queue, I want all e-mails to come from '<a href="mailto:helpdesk@domain.com">helpdesk@domain.com</a>'.<br>
<br>Right now, when I create a ticket in the Operations queue, I will get an autoreply from #HELPDESK <<a href="mailto:operations@domain.com">operations@domain.com</a>> If I reply to that email, the reply address on the new email will then change to #HELPDESK <"Juan Mas"@<a href="http://domain.com">domain.com</a>> , I want that to stay as '<a href="mailto:operations@domain.com">operations@domain.com</a>'. Also, I didnt mention this before but #HELPDESK is the display name in Exchange for our helpdesk queue. So is #OPERATIONS, and so on. So I want emails to come in with the reply address as being whatever queue it comes from. so #OPERATIONS <<a href="mailto:operations@domain.com">operations@domain.com</a>>, #HELPDESK <<a href="mailto:helpdesk@domain.com">helpdesk@domain.com</a>> would remain constant for each queue.<br>
<br>Maybe Im totally just not getting it.<br><br><div class="gmail_quote">On Fri, Sep 26, 2008 at 3:32 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Juan,<br>
<br>
<br>
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.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 9/26/2008 10:48 AM, Juan Mas wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
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 <a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a> <mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a>>, and the helpdesk emails to be from <a href="mailto:helpdesk@domain.com" target="_blank">helpdesk@domain.com</a> <mailto:<a href="mailto:helpdesk@domain.com" target="_blank">helpdesk@domain.com</a>>, and so on. If i send an email to <a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a> <mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a>>, it works correctly, going to right the queue. But Id want the autoreply and all other transactions to come from (at least visually) from <a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a> <mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a>>, or it's respective queue.<div class="Ih2E3d">
<br>
<br>
On Fri, Sep 26, 2008 at 1:38 PM, Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>>> wrote:<br>
<br>
Juan,<br>
<br>
<br>
If the email is being sent from "within" the RT system AND<br>
the queue the correspondence is coming from has the correct email<br>
address, then that should happen. WE have about 115 queues and they<br>
all have a unique email address/alias. Howver, email that comes to<br>
RT from outside RT, gets whatever it gets. that's just "Email" as<br>
far as I know. There might be a way to interdept email from outside<br>
RT and convert it, by why? Maybe I do not understand your problem.<br>
Hope this helps.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 9/26/2008 8:51 AM, Juan Mas wrote:<br>
<br>
Im setting up some queues in RT and I need the e-mail address<br>
the emails come from to be the correct queue email address. For<br>
example, the Operations email should come in as<br>
<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a> <mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a>><br></div>
<mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a> <mailto:<a href="mailto:operations@domain.com" target="_blank">operations@domain.com</a>>>,<div class="Ih2E3d">
<br>
but now its coming in as "requestor email"@<a href="http://domain.com" target="_blank">domain.com</a><br></div>
<<a href="http://domain.com" target="_blank">http://domain.com</a>> <<a href="http://domain.com" target="_blank">http://domain.com</a>>. I looked through<div class="Ih2E3d"><br>
RT_Config and saw this line Set($FriendlyFromLineFormat ,<br>
"\"#HELPDESK\" <%s>");, but Im not sure if that is what needs to<br>
be changed. Any help would be appreciated. THanks.<br>
<br>
Juan<br>
<br>
<br>
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