[rt-users] Multiple faces for single queue?

[Gene LeDuc]

Hi Tom,

You can put any valid-loooking address you want in the From: line as long 
as your MTA doesn't care.  You can't change the sender info in the e-mail 
envelope, though, but most recipients will never see that.

Regards,
Gene

At 07:41 PM 4/22/2008, Tom Lanyon wrote:
>The only issue I'm not certain of, is whether there would be a way to
>modify the "From" address of mail sent by RT depending on a "Client"
>CustomField. Has anyone done this?
>
>Cheers,
>Tom
>
>On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
> > Tom,
> >
> >
> >       You pretty much stated your own answer. Yes, by using a CF you can
> > set up several scrips to execute when the value of the CF is
> > "whatever" or "whatever2", etc. Each scrip would specify a different
> > template to be used for the customers with the correct value.
> > Example below:
> >
> > # Condition:   User Defined
> > # Action:      Notify Customer type X
> > # Template:    Global template: Ticket Created for X Customer
> >
> > # condition execution on CF QA Approved
> >
> > my $trans = $self->TransactionObj;
> > my $ticket = $self->TicketObj;
> >
> > if  ($trans->Type eq 'CustomField')
> >    {my $cf = new RT::CustomField($RT::SystemUser);
> >        $cf->LoadByName(Queue => $ticket->QueueObj->id,
> >         Name => "Customer Type");
> >     return 0 unless $cf->id;
> >     if  ($trans->Field == $cf->id &&
> >          $trans->NewValue eq "X")
> >          {
> >           return 1;
> >          }
> >    }
> >
> > return 0;
> >
> >       And the same for a different customer type:
> >
> >
> > # Condition:   User Defined
> > # Action:      Notify Customer type Z
> > # Template:    Global template: Ticket Created for Z Customer
> >
> > # condition execution on CF QA Approved
> >
> > my $trans = $self->TransactionObj;
> > my $ticket = $self->TicketObj;
> >
> > if  ($trans->Type eq 'CustomField')
> >    {my $cf = new RT::CustomField($RT::SystemUser);
> >        $cf->LoadByName(Queue => $ticket->QueueObj->id,
> >         Name => "Customer Type");
> >     return 0 unless $cf->id;
> >     if  ($trans->Field == $cf->id &&
> >          $trans->NewValue eq "Z")
> >          {
> >           return 1;
> >          }
> >    }
> >
> > return 0;
> >
> >       These two notification scrips will use a different template for the
> > customer based on the value of the CF. Hope this helps.
> >
> >
> > Kenn
> > LBNL
> >
> >
> > On 4/21/2008 8:08 PM, Tom Lanyon wrote:
> >> Hi list,
> >> Is there an existing solution to have a single queue (used for
> >> product  support) to be used for multiple clients? In our case,
> >> different  clients require different support email addresses and
> >> ticket auto- response messages, but all other queue behavior,
> >> watchers, scrips etc  is the same.
> >> I'm sure it would not be difficult to, on ticket creation, parse
> >> the  incoming messages for a "To:" header and set a "Client" custom
> >> field  based on this. Then for all other actions (auto response,
> >> etc), we  could use this custom field to look up the appropriate
> >> templates.  However, I was wondering if this had already been done,
> >> as it seems  like it would be a common RT usage scenario.
> >> Regards,
> >> Tom


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University