[rt-users] Email Response "FROM" name

[Ruslan Zakirov]

>From FAQ:
<<<
Q: How to change From line in outgoing mail.

A: Override From header with Template feature.

<Don't add empty lines at the beginning to use this feature>
From: Example Support Department <support at example.com>
Sender: Example Support Department <support at example.com>
<add headers after least at empty line>

See also: previouse question, UseActorAsSender, MultipleOutgoingEmailAddresses
>>>

On 6/3/06, Ole Craig <ocraig at stillsecure.com> wrote:
> 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
> . . .
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-- 
Best regards, Ruslan.