[rt-users] getting the "Resolver Name / address" into a template?

[Joseph Spenner]

If life gives you lemons, keep them-- because hey.. free lemons.


--- On Thu, 12/16/10, Kevin Falcone <falcone at bestpractical.com> wrote:

> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] getting the "Resolver Name / address" into a template?
> To: rt-users at lists.bestpractical.com
> Date: Thursday, December 16, 2010, 8:21 AM
> >   Thanks for the
> note.  But I'm still having problems.  My goal is
> relatively simple, and maybe there's a different way. 
> Perhaps using the "On Resolve" with a "User Defined"
> action?  If I could do something like this, I would be
> set:
> > 
> > On Resolve, send the transaction (as long as it
> includes the resolver name / email, and ticket number) to an
> email address outside of RT:  rt-resolved at mydomain.com.
> > The above will actually pipe through a perl script to
> parse out what I need, modify the subject the way I want it,
> and create an email to the target exactly how I want it to
> be.
> > 
> > Anyone have any ideas on how this could be done?
> 
> Everything you've described is doable using RT's default On
> Resolve
> Notify Requestor scrip.  You just edit the
> template.  If you really
> need to send to an external system instead, see the recent
> threads on sending email to arbitrary addresses from
> earlier in the
> week.
> 
> -kevin
> 

I was able to get it mostly working using the following template:

===
To: target.person at domain.com
Subject: Special notification via RT - Ticket Resolved


Ticket: {$Ticket->id()}
Resolver: {$Transaction->CreatorObj->RealName}
===

The subject still contains:

[rt.foo.com #287] Special notification via RT - Ticket Resolved

  (is there a way to get the [rt.foo.com #287] from not showing up?)

Also, how would I change the "From" address?  I would rather make it such that a "Reply" to the above message does not go back into RT.

In the past, I was able to modify the RT_SiteConfig.pm to change the "TO" address with the following:

Set($FriendlyToLineFormat, 'nobody at foo.com');

Can a similar variable be set in the template itself, a $FriendlyFromLineFormat or something?