[rt-users] Reply-to: setting changes From: setting

[Jesse]

RT prefers the reply-to address over the from address when figuring out who a request is from.

On Wed, May 17, 2000 at 01:09:50PM -0700, Tauren Mills wrote:
> While testing one of our RT queues (support at servlets.net), I have discovered
> the following:
> 
> Microsoft Outlook configured WITHOUT a Reply Address
> ----------------------------------------------------
> 
> 1. Outlook is configured without any Reply-To: address.  This is configured
> in Tools->Accounts->Mail tab->select account name->click Properties->select
> General tab->Reply Address.  Only the From: address is configured.
> 
> 2. I compose a message to support at servlets.net and send it.
> 
> 3.  Our support engineers in the Support queue get an email with a from
> header that says the User Information Name configured for the Outlook
> Account.
> 
> 4.  We are happy since this is what we want!
> 
> 
> Microsoft Outlook configured WITH a Reply Address
> -------------------------------------------------
> 1. Outlook is configured with a Reply-To: address in addition to a From:
> address.  This is configured in Tools->Accounts->Mail tab->select account
> name->click Properties->select General tab->Reply Address.
> 
> 2. I compose a message to support at servlets.net and send it.
> 
> 3.  Our support engineers in the Support queue get an email with a from
> header that says "Servlets.Net Support <support at servlets.net>".  The user
> name is not included even though the User Information Name configured for
> the Outlook Account has valid information.
> 
> 4.  We are NOT happy since we can't tell very easily who is sending us
> email!
> 
> ----------------
> 
> I'm assuming this is the case with other email clients.  Outlook is the only
> one I've tested so far.  We are finding that some of the requests coming
> from our customers have their name in the from field and many do not.
> 
> Why would the Reply-To: field make any difference in how this works?
> 
> Thanks,
> Tauren
> 
> 
> 
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> 

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