[rt-users] ForwardFromUser doesn't remove subject tag, sets reply-to to queue address

Woody - Wild Thing Safaris woody at wildthingsafaris.com
Thu Nov 17 12:13:15 EST 2016


I am under the impression from the docco that RT_Config 
ForwardFromUser=1 should remove the subject tag, but it isn't removed if 
i forward a requestor's correspondence (or maybe all email UI 
correspondence) - it uses the full subject of the requestor's 
correspondence that naturally includes the tag. It looks like the docco 
should say "does not add a subject tag", since correspondence made from 
the web UI does not have the tag.

Forwarding correspondence sets the "reply-to" header, so replies still 
go to the RT queue. not to the user.

The danger is that someone forward a mail out of RT, but then all the 
replies go back into RT and hence to the requestor, which is probably 
undesirable, as the message is forwarded out of RT.

Adding the following to both global forward templates solves this

Subject: { $Ticket->Subject }
Reply-To: { $ForwardTransaction->CreatorObj->EmailAddress }

did i miss something, or misunderstand something?




Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz

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