Attaching user information when replying to a ticket

Hi we are a support firm, and have just begun looking at request tracker
as a way of tracking the progress of our support calls. We have created
a default queue called support of which all our support email enters rt
so that we can monitor their progress.

The problem we are finding is that when we receive a support email and
it enters rt as a new ticket, when we reply to the sender through the rt
interface the header of the email back to the sender is of the form:-

What we would like to do is have the email coming back with the From tag
as:-

postmaster@brown; on behalf of on behalf of My Name via RT
[support@ourdomain.com].

This would be more informative to our clients on who has actually
handled the support issue. We have seen this style of header from other
firms. However do not know how to set this up.

Could someone please help.

Cheers
Paul

Hi we are a support firm, and have just begun looking at request tracker
as a way of tracking the progress of our support calls. We have created
a default queue called support of which all our support email enters rt
so that we can monitor their progress.

The problem we are finding is that when we receive a support email and
it enters rt as a new ticket, when we reply to the sender through the rt
interface the header of the email back to the sender is of the form:-

What we would like to do is have the email coming back with the From tag
as:-

postmaster@brown; on behalf of on behalf of My Name via RT
[support@ourdomain.com].

This would be more informative to our clients on who has actually
handled the support issue. We have seen this style of header from other
firms. However do not know how to set this up.

Could someone please help.

Cheers
Paul

Hi we are a support firm, and have just begun looking at request tracker
as a way of tracking the progress of our support calls. We have created
a default queue called support of which all our support email enters rt
so that we can monitor their progress.

Good choice. Please also turn off HTML when mailing a list. And double
postings are discouraged.

The problem we are finding is that when we receive a support email and
it enters rt as a new ticket, when we reply to the sender through the rt
interface the header of the email back to the sender is of the form:-

From: postmaster@brown on behalf of support@ourdomain.com

That’s Outlook’s fault, interpreting the Sender: header…

What we would like to do is have the email coming back with the From tag
as:-

postmaster@brown; on behalf of on behalf of My Name via RT
[support@ourdomain.com].

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

-- Niels.

From: postmaster@brown on behalf of support@ourdomain.com

outlook is interpreting the Sender header. Look for the docs about how
to get rid of it.

seph
In-Reply-To: 001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w (Paul McAlister’s message of “Wed, 3 Nov 2004 18:10:10 +1100”)
Message-ID: w52r7nahokh.fsf@lame.message.id
User-Agent: Gnus/5.1002 (Gnus v5.10.2) Emacs/21.3 (gnu/linux)

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

I have copied the variable across from C:\Program
Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into
RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and
1, but see no difference in the format. Do you need to reinstall rt, or
should I see the changes immediately when I add this line to
RT_SiteConfig.pm.

Also shouldn’t Usefriendlyfromline default to 1 anyway when installed?
In which case, is the reason I am having these problems the result of me
using version 3.0.12 instead of an earlier version?

Paul

Hi we are a support firm, and have just begun looking at request
tracker

as a way of tracking the progress of our support calls. We have
created

a default queue called support of which all our support email enters
rt

so that we can monitor their progress.

Good choice. Please also turn off HTML when mailing a list. And
double
postings are discouraged.

The problem we are finding is that when we receive a support email
and

it enters rt as a new ticket, when we reply to the sender through the
rt

interface the header of the email back to the sender is of the form:-

From: postmaster@brown on behalf of support@ourdomain.com

That’s Outlook’s fault, interpreting the Sender: header…

What we would like to do is have the email coming back with the From
tag

Paul McAlister wrote:

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

I have copied the variable across from C:\Program
Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into
RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and
1, but see no difference in the format. Do you need to reinstall rt, or
should I see the changes immediately when I add this line to
RT_SiteConfig.pm.
You must restart http server to see changes.

Thanks Niel. I gave it a try and have found that when I change the
$UseFriendlyFromLine variable and restart the server I end up having the
from tag:- ‘support@xxx.com’ with no other information. The
$FriendlyFromLineFormat is also added to the file however the format
does not seem to be being applied.

Any ideas why this format is not being applied?From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov@acronis.com]
Sent: Thursday, November 04, 2004 10:38 PM
To: Paul McAlister
Cc: ‘Niels Bakker’; rt-users@lists.bestpractical.com
Subject: SPAM Score/Req: 05.40/05.00 - Re: [rt-users] attaching
user information when replying to a ticket

Paul McAlister wrote:

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

I have copied the variable across from C:\Program
Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into
RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0
and
1, but see no difference in the format. Do you need to reinstall rt,
or
should I see the changes immediately when I add this line to
RT_SiteConfig.pm.
You must restart http server to see changes.

Also shouldn’t Usefriendlyfromline default to 1 anyway when installed?
In which case, is the reason I am having these problems the result of
me
using version 3.0.12 instead of an earlier version?

Paul

CET]:

Hi we are a support firm, and have just begun looking at request

tracker

as a way of tracking the progress of our support calls. We have

created

a default queue called support of which all our support email enters

rt

so that we can monitor their progress.

Good choice. Please also turn off HTML when mailing a list. And

double

postings are discouraged.

The problem we are finding is that when we receive a support email

and

it enters rt as a new ticket, when we reply to the sender through the

rt

interface the header of the email back to the sender is of the form:-

From: postmaster@brown on behalf of support@ourdomain.com

That’s Outlook’s fault, interpreting the Sender: header…

What we would like to do is have the email coming back with the From

tag

as:-

postmaster@brown; on behalf of on behalf of My Name via RT
[support@ourdomain.com].

Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm.

– Niels.