[rt-users] modifying From: header in global template to pull from queue description

[Gary Greene]

On 3/17/10 11:53 AM, "Kenneth Marshall" <ktm at rice.edu> wrote:
> On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote:
>> I tried searching the archive a bit for the answer but I wasn't able to
>> pin down exactly what I'm doing wrong.  Basically we are trying to give
>> a friendly generic name to our queues.  Management doesn't want the
>> "User Name via RT" but something more generic depending on the Queue.
>> What I'm trying to do is make the From: header pull from the Queue
>> description.  I've changed the template to have the following header:
>> 
>>  
>> 
>> From: {$Ticket->QueueObj->Description()}
>> 
>>  
>> 
>> For example this queue has the description "Systems Queue".  When I
>> change the template to the above example the From: address shows up as
>> Systems.Queue at company.com .  I would like it to just show up as "Systems
>> Queue".  I know I can statically do this for every queue but I would
>> rather not have custom templates in every queue configuration if
>> possible.  
>> 
>>  
>> 
>> Your help is greatly appreciated.
>> 
>>  
>> 
>> Eric
>> 
> Hi Eric,
> 
> That is not an RFC compliant address and will cause problems with
> some mail systems. That is probably why RT is not doing that other
> than it being a poor idea for the same reason.
> 
> Cheers,
> Ken
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That and almost every good anti-spam solution out there will flag (rightly
so) non-RFC (822 and 2822) compliant messages as spam. To save your users
grief, you'll likely want something like this:

From: {$Ticket->QueueObj->Description()}
{$Ticket->QueueObj->CorrespondAddress()}

(Obviously all on the same line....)

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239