[rt-users] Setting email as queue e-mail

[Juan Mas]

Ok, Im sorry if I was unclear.  I mean, the queue admins along with
requestors.  Plain and simply, I want e-mails that go through the RT system
to have their own e-mail address per each queue.

If a ticket gets created/replied to/commented on for the Operations queue, I
want all correspondence to come from 'operations at domain.com', not from '
helpdesk at domain.com' and not from '"joe user"@domain.com'.  If its from the
Helpdesk queue, I want all e-mails to come from 'helpdesk at domain.com'.

Right now, when I create a ticket in the Operations queue, I will get an
autoreply from #HELPDESK <operations at domain.com>  If I reply to that email,
the reply address on the new email will then change to  #HELPDESK <"Juan
Mas"@domain.com> , I want that to stay as 'operations at domain.com'.  Also, I
didnt mention this before but #HELPDESK is the display name in Exchange for
our helpdesk queue.  So is #OPERATIONS, and so on.  So I want emails to come
in with the reply address as being whatever queue it comes from. so
#OPERATIONS <operations at domain.com>, #HELPDESK <helpdesk at domain.com> would
remain constant for each queue.

Maybe Im totally just not getting it.

On Fri, Sep 26, 2008 at 3:32 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

> Juan,
>
>
>        I'm really confused here. When you say "Watchers", do you mean
> SPECIFICALLY the Watcher role in RT or are you talking about people
> "outside" RT sending in email to create tickets? Also,when you say "come
> back looking the same" are you talking about emails sent to create tickets
> that FAILED and came back to the sender or are you talking about  "Reply"
> email? There are 2 possible email address for a queue. Those are where
> emails are "SENT TO' RT. That is the address where "I would send MY email to
> an RT queue" in order to create a ticket or reply to correspondence that was
> sent to me "from that queue in RT". That much I'm pretty sure about, but
> heck, I've been wrong before. I'm not sure you have your email configuration
> set up the way you need it to be or expect it to be. Sorry, That's about all
> I know on this subject.
>
> Kenn
> LBNL
>
> On 9/26/2008 10:48 AM, Juan Mas wrote:
>
>> We have Watchers that might be on more than one queue.  Right now, emails
>> sent to any queue all come back looking the same, as far as display name,
>> and email address, and subject.  I figured that if you set up the reply
>> e-mail address for a queue's configuration, that would be where the email
>> would come from.  Id like for the Ops queue to have a from email of
>> operations at domain.com <mailto:operations at domain.com>, and the helpdesk
>> emails to be from helpdesk at domain.com <mailto:helpdesk at domain.com>, and
>> so on.  If i send an email to operations at domain.com <mailto:
>> operations at domain.com>, it works correctly, going to right the queue.
>>  But Id want the autoreply and all other transactions to come from (at least
>> visually) from operations at domain.com <mailto:operations at domain.com>, or
>> it's respective queue.
>>
>> On Fri, Sep 26, 2008 at 1:38 PM, Kenneth Crocker <KFCrocker at lbl.gov<mailto:
>> KFCrocker at lbl.gov>> wrote:
>>
>>    Juan,
>>
>>
>>           If the email is being sent from "within" the RT system AND
>>    the queue the correspondence is coming from has the correct email
>>    address, then that should happen. WE have about 115 queues and they
>>    all have a unique email address/alias. Howver, email that comes to
>>    RT from outside RT, gets whatever it gets. that's just "Email" as
>>    far as I know. There might be a way to interdept email from outside
>>    RT and convert it, by why? Maybe I do not understand your problem.
>>    Hope this helps.
>>
>>
>>    Kenn
>>    LBNL
>>
>>    On 9/26/2008 8:51 AM, Juan Mas wrote:
>>
>>        Im setting up some queues in RT and I need the e-mail address
>>        the emails come from to be the correct queue email address.  For
>>        example, the Operations email should come in as
>>        operations at domain.com <mailto:operations at domain.com>
>>        <mailto:operations at domain.com <mailto:operations at domain.com>>,
>>        but now its coming in as "requestor email"@domain.com
>>        <http://domain.com> <http://domain.com>.  I looked through
>>        RT_Config and saw this line Set($FriendlyFromLineFormat ,
>>        "\"#HELPDESK\" <%s>");, but Im not sure if that is what needs to
>>        be changed.  Any help would be appreciated.  THanks.
>>
>>        Juan
>>
>>
>>
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