[rt-users] Creating a custom correspdonence template

[Michael Steen]

You might look at $UseFriendlyFrom in RT_Config.pm (of course changes should
be made in RT_SiteConfig.pm)

On Mon, Apr 18, 2011 at 6:29 PM, Brad Hughes <
brad at staff.broadbandsolutions.com.au> wrote:

> Hi List,
>
> We have just upgraded from RT 3.6.7 to 3.8.8.
>
> The first thing we noticed is that RT now uses the "Real Name" variable to
> show who posted comments/replies into a ticket, instead of the "Username"
> variable, which we were previously used too.
>
> In our case, all staff members "Real Names" are set to our company name, so
> after the upgrade we are unable to tell which staff member posted a
> comment/reply because they are all listed as our company name. The only
> reason we have our "Real Names" set to our company name, is because we want
> our staff members names to remain anonymous in Correspondence to customers.
>
> I have no problem changing our "Real Names" to our individual names, and
> that will fix part of the problem because we will then be able to see
> internally which staff member has updated a ticket, however doing that will
> then mean that when we send Correspondence to customers, they will see the
> staff members Real Name in the FROM field (eg John Citizen via RT).
>
> So I believe as well as changing our "Real Names" to our actual real names,
> I am also going to need to mofify the correspdance template, and some how
> get it to strip out our Real Name in the FROM field, and replace it with our
> company name.
>
> The problem I am having is I cannot find documentation on how I could do
> this.
>
> If someone could please point me in the right direction that would be much
> appreciated.
>
> --
>
> Kind regards,
>
> Brad Hughes
>
>
>
>
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