Score/Req: 05.40/05.00 - Re: [rt-users] attaching user information when replying to a ticket

[Paul McAlister]

Thanks Niel. I gave it a try and have found that when I change the
$UseFriendlyFromLine variable and restart the server I end up having the
from tag:- 'support at xxx.com' with no other information. The
$FriendlyFromLineFormat is also added to the file however the format
does not seem to be being applied.

Any ideas why this format is not being applied?

-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] 
Sent: Thursday, November 04, 2004 10:38 PM
To: Paul McAlister
Cc: 'Niels Bakker'; rt-users at lists.bestpractical.com
Subject: ***SPAM*** Score/Req: 05.40/05.00 - Re: [rt-users] attaching
user information when replying to a ticket

Paul McAlister wrote:
>>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.
You must restart http server to see changes.


> 
> 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.
> 
>