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

[Paul McAlister]

>Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

I have copied the variable across from C:\Program
Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into
RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and
1, but see no difference in the format. Do you need to reinstall rt, or
should I see the changes immediately when I add this line to
RT_SiteConfig.pm.

Also shouldn't Usefriendlyfromline default to 1 anyway when installed?
In which case, is the reason I am having these problems the result of me
using version 3.0.12 instead of an earlier version?

Paul





>* 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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