[rt-users] override mail adress for forwarding

Parish, Brent bparish at cognex.com
Thu Feb 11 12:56:40 EST 2016

Hope I understood your question correctly!

Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT
One queue wants their outbound RT email to come from the Queue, e.g.  Helpdesk Via RT

To do that, I copied lib/RT/Action/SendEmail.pm to  local/lib/RT/Action and added a line:

Look for the GetFriendlyName subroutine, around line 948.
Scroll down a few lines down to the "Unless" section:
    unless ( $friendly_name ) {
        $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

And add a line like this:
        $friendly_name = $self->TicketObj->QueueObj->Description if ($self->TicketObj->QueueObj->Name eq 'Helpdesk');

(changing 'Helpdesk' to the name of your queue).

So in the end it would look like this:

    unless ( $friendly_name ) {
        $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;
        $friendly_name = $self->TicketObj->QueueObj->Description if ($self->TicketObj->QueueObj->Name eq 'Helpdesk');
        if ( $friendly_name =~ /^"(.*)"$/ ) {    # a quoted string
            $friendly_name = $1;

Bear in mind that you will need to manually merge changes with new versions of RT!
(do a diff to see if there are any changes in new versions with the SendEmail.pm file)

Hope it helps,

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of frankfurter
Sent: Thursday, February 11, 2016 8:19 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] override mail adress for forwarding


i'm trying to find a way to forward tickets from one of our queues with the queues mailaddress, NOT the users address. 
the problem is we need this only for one queue, for all other queues we need Set($ForwardFromUser, 1); in RT_SiteConfig. 

is there a way to override the users address in a template or scrib ? 

thanks in advance


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