[rt-users] Email Response "FROM" name

[Ole Craig]

On Fri, 2006-06-02 at 10:02 -0700, Steve Kirk wrote:
> In the RT_Config.pm, you can set the global email adddress FROM
> variable.  The default is "%s via RT", so it would display as "Joe
> Smith via RT."
>  
> Is there any way to set that at a queue level?  
>  
> I ask because one of the queues I use is for the public, and we'd
> rather have some level of anonimity when we reply to those tickets
> (it's for fan email, and some fans get a little fanatical when they
> have a name to latch onto).
>  
> However, we like the feature for our internal responses - In our old
> helpdesk system, people alwasy complained because they never knew who
> sent a response from the system if they failed to sign the email.

I'm considering doing something similar. In my case, I like the
"friendly-from" for emails going out to external requestors -- because
it helps to keep customers from trying to correspond directly with an
engineer rather than going through RT -- but for emails coming through
RT to internal staff, I'd like to see the origin email address. In part
this is purely cosmetic; most peoples' email clients put that string
into the reply-string in the email (e.g. see the top of this email,
where it says "[...] Steve Kirk wrote:") and it looks weird when people
forget to edit the reply string and it goes out with "on this date at
this time 'Via RT' wrote:"

I've not had time to look at it yet (that's what weekends are for,
right? :-) but I suspect the way I'll end up going is to define a
template that rewrites the "From" header with suitable values obtained
from the ticket object, and then override the default scrip for "on
Correspond Notify AdminCcs" to use that template rather than the global
Admin Correspondence or Correspondence templates.


-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .