[rt-users] attaching user information when replying to a ticket

[Niels Bakker]

* paulm at fedinternational.com (Paul McAlister) [Wed 03 Nov 2004, 08:07 CET]:
> 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 rt
> so that we can monitor their progress. 

Good choice.  Please also turn off HTML when mailing a list.  And double
postings are discouraged.


> The problem we are finding is that when we receive a support email and
> it enters rt as a new ticket, when we reply to the sender through the rt
> interface the header of the email back to the sender is of the form:- 
>  
> From: postmaster at brown on behalf of support at ourdomain.com

That's Outlook's fault, interpreting the Sender: header...


> What we would like to do is have the email coming back with the From tag
> as:-
>  
> postmaster at brown; on behalf of on behalf of My Name via RT
> [support at ourdomain.com].

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.


	-- Niels.

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