[rt-users] Dealing with autocompletion failures in msg compose by remote users
Erek Dyskant
erek at blumenthals.com
Tue Jan 17 16:56:56 EST 2006
You can set the from line to be formatted however you like in the
RT_SiteConfig.pm file.
Here's a snip of the area you need to change:
# sprintf() format of the friendly 'From:' header; its arguments
# are SenderName and SenderEmailAddress.
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
Regards,
Erek
On Tue, 2006-01-17 at 14:28 -0700, Stephen Dowdy wrote:
> So, one "nice" feature of RT is that messages go out as being from, e.g.
>
> "Joe Blow via RT" <rt at foo.bar>
>
> Unfortunately, we've been getting several cases of a user who has recieved RT correspondence having their e-mail client autocomplete "Joe Blow" into the RT address, rather than true address of "Joe Blow" (ldap lookup or personal address book, etc). (I'm sure they get a list, but probably blindly accept the first match)
>
> Thus, a message that should have been sent to a particular user, instead gets turned into a useless ticket.
>
> Okay, this is user error on the part of the sender, but that battle cannot be won.
>
> Anyone have any process of dealing with this neatly? I suppose i could modify RT to not put out the "Nice" From format. I suppose that RT could also reject any messages that come in in that form that are NOT a current ticket thread.
>
> I'm using RT 3.4.0. Has this been addressed in subsequent RT releases? I guess i'd have to consider this a design flaw. A more appropriate format might instead be:
>
> "RT : Joe Blow"
>
> or something that presumably wouldn't have as high of an autocompletion match ranking.
>
> thanks,
> --stephen
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