Hi Guys,
Installed the latest production build of RT last week. Absolutely loving it
and it has increased productivity massively. In the queue settings, we use
the description field to describe the list in about a paragraph so that we
can list all queues and their use on our intranet. It appears that when
emails are sent out to people creating tickets, the FROM field contains
this description, we end up with a long string of text that makes it hard
to understand who the email is from.
My question is, I want to add a custom field into each Queue which isn’t a
problem, this is done and is called my “Email From” field. I want this
field to appear as the From Field in emails to people when they submit a
ticket. But I want the current from ADDRESS to stay automatic as it does.
Am I missing something, is this simple to do?
Hi Guys,
Installed the latest production build of RT last week. Absolutely loving it
and it has increased productivity massively. In the queue settings, we use
the description field to describe the list in about a paragraph so that we
can list all queues and their use on our intranet. It appears that when
emails are sent out to people creating tickets, the FROM field contains this
description, we end up with a long string of text that makes it hard to
understand who the email is from.
My question is, I want to add a custom field into each Queue which isn’t a
problem, this is done and is called my “Email From” field. I want this field
to appear as the From Field in emails to people when they submit a ticket.
But I want the current from ADDRESS to stay automatic as it does. Am I
missing something, is this simple to do?
I don’t see this in the code. RT doesn’t put queue’s description into
email by default. Have you checked your templates?
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston — March 5 & 6, 2012
Best regards, Ruslan.
Hi Guys,
Installed the latest production build of RT last week. Absolutely loving it
and it has increased productivity massively. In the queue settings, we use
the description field to describe the list in about a paragraph so that we
can list all queues and their use on our intranet. It appears that when
emails are sent out to people creating tickets, the FROM field contains this
description, we end up with a long string of text that makes it hard to
understand who the email is from.
My question is, I want to add a custom field into each Queue which isn’t a
problem, this is done and is called my “Email From” field. I want this field
to appear as the From Field in emails to people when they submit a ticket.
But I want the current from ADDRESS to stay automatic as it does. Am I
missing something, is this simple to do?
I don’t see this in the code. RT doesn’t put queue’s description into
email by default. Have you checked your templates?
Autoreply uses the Queue’s Description (normal Correspond/Comment uses
the user’s FriendlyName).
I’d actually love to see a refactoring of Autoreply.pm to call
Queue->FriendlyName like Notify calls User->FriendlyName which would
make this an easier override.
As to the original question, David, you’ll need to tweak the Template
to say From: { $self->TicketObj->QueueObj->FirstCustomFieldValue() } {
code that checks the Queue’s Correspond and Comment address and falls
back to the globally defined ones).
What are you using the Description for? You might find it easier to
just switch that to be the name you want going out in emails. The
only other place it should be used is in Self Service when picking a
Queue to create at ticket in.
-kevin
My question is, I want to add a custom field into each Queue which isn’t
a problem, this is done and is called my “Email From” field. I want this
field to appear as the From Field in emails to people when they submit a
ticket. But I want the current from ADDRESS to stay automatic as it
does. Am I missing something, is this simple to do?
It may make more sense for you to use the Description field as the part
you want going out on autoreplies and add a queue CF for your internal
descriptions of what queues are used for. That’ll be less overriding of
template headers for you.
If you want to see your internal descriptions in RT’s admin queue list,
you can include the CF in the relevant format string with the
$AdminSearchResultFormat config option.
Thomas