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<p><font size="2" face="sans-serif">We have several queues for our departments (helpdesk, development, specialists, marketing with e-mail helpdesk@company.com, development@company.com, etc.). Every queue has its own e-mail address. From time to time we need to change From field in header of e-mail when sending e-mails from RT from helpdesk@company.com to techsupport@othercompany.com (both heading to same queue). Our business partners requires this in communication with customers along with change of signatures. These customers are usually communicating with directly every department (=queue) so it is necessary change identification per ticket.</font><br>
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<font size="2" face="sans-serif">We plan to archieve this by using Custom Fields this way:</font><br>
<font size="2" face="sans-serif">- if To or Cc in incoming message is techsupport@othercompany.com (not helpdesk@company.com as set in queue settings) set CF named Identity to techsupport@othercompany.com using MailGate plugin</font><br>
<font size="2" face="sans-serif">- if ticket has CF named Identity set to techsupport@othercompany.com, From field in outgoing mail header to techsupport@othercompany.com</font><br>
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<font size="2" face="sans-serif">Is it possible to archieve this by some easy way?</font><br>
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<font size="2" face="sans-serif">Best regards,</font><br>
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Pavel Šidlo<br>
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LinuxBox.cz, s.r.o.<br>
28. října 168, 709 00 Ostrava<br>
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tel.: +420 591 166 234<br>
mob.: +420 737 238 334<br>
web: www.linuxbox.cz<br>
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mobil servis: +420 737 238 656<br>
email servis: servis@linuxbox.cz<br>
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