Can I Set a Reply To Field

RT Users
1

All,

Is there a way to set a Reply To field on the emails that are generated
using RT?? If I change the Correspondence Address on the queue that changes
who the email is send from which I don’t want to do. I just want to direct
the reply to a specific address.

Is this possible??

Stevo

2

Stevo wrote:

All,

Is there a way to set a Reply To field on the emails that are generated
using RT?? If I change the Correspondence Address on the queue that changes
who the email is send from which I don’t want to do. I just want to direct
the reply to a specific address.

Is this possible??
Yes in your correspond template write in first line.

First lines of template are header’s fields so you could enter any
MIME-Headers there. Don’t forget about empty line after headers

3

Another question for you guys.

What would I set the Reply To field to if I wanted the reply to be
automatically entered into the ticket?? The Comment alias or the Correspond
alias??

I want customer responses to go right into the ticket.

Thanks

–SteveFrom: “Ruslan U. Zakirov” cubic@acronis.ru
To: “Stevo” checkpoint@ozbergs.com
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 21, 2003 9:28 AM
Subject: Re: [rt-users] Can I Set a Reply To Field

Stevo wrote:

All,

Is there a way to set a Reply To field on the emails that are generated
using RT?? If I change the Correspondence Address on the queue that
changes
who the email is send from which I don’t want to do. I just want to
direct
the reply to a specific address.

Is this possible??
Yes in your correspond template write in first line.
Reply-To: foo@bar.com

First lines of template are header’s fields so you could enter any
MIME-Headers there. Don’t forget about empty line after headers

Stevo

4

Stevo wrote:

Another question for you guys.

What would I set the Reply To field to if I wanted the reply to be
automatically entered into the ticket?? The Comment alias or the Correspond
alias??

I want customer responses to go right into the ticket.
You want one customer => one ticket scheme? Or what? RT track tickets by
subject. If customer just reply on ticket RT find that ticket in other
case RT creat new one.

5

What I’m trying to do is this:

Customer opens a ticket using the Web UI. I respond to their open ticket
using the WebUI (with support@xxx.com being the From address) and I want RT
to change the Reply To address on that email. Ruslan showed me how to set
that in the Template, but now I’m unsure as to what to set that Reply To
field to.

I want Replys directed to our RT system so that the customer response is
entered into the ticket (obviously they’ve maintained the ticket number in
the subject). So do I make the Reply To address the Comment alias or the
Correspond alias?? IE: Do I want the reply entered into the ticket as a
comment or a correspondance entry??

Does that make sense?! It’s a little hard to explain! :slight_smile: Thanks for you
help!

StevoFrom: “Ruslan U. Zakirov” cubic@acronis.ru
To: “Stevo” stevo@ozbergs.com
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 21, 2003 9:54 AM
Subject: Re: [rt-users] Can I Set a Reply To Field

Stevo wrote:

Another question for you guys.

What would I set the Reply To field to if I wanted the reply to be
automatically entered into the ticket?? The Comment alias or the
Correspond
alias??

I want customer responses to go right into the ticket.
You want one customer => one ticket scheme? Or what? RT track tickets by
subject. If customer just reply on ticket RT find that ticket in other
case RT creat new one.

Thanks

–Steve

Stevo wrote:

All,

Is there a way to set a Reply To field on the emails that are generated
using RT?? If I change the Correspondence Address on the queue that

changes

who the email is send from which I don’t want to do. I just want to

direct

the reply to a specific address.

Is this possible??

Yes in your correspond template write in first line.
Reply-To: foo@bar.com

First lines of template are header’s fields so you could enter any
MIME-Headers there. Don’t forget about empty line after headers

Stevo

6

Stevo wrote:

What I’m trying to do is this:

Customer opens a ticket using the Web UI. I respond to their open ticket
using the WebUI (with support@xxx.com being the From address) and I want RT
to change the Reply To address on that email. Ruslan showed me how to set
that in the Template, but now I’m unsure as to what to set that Reply To
field to.
What you’ve got by default in mails? Without changing any templates.
If I respond to any ticket in our RT this email have next headers when
requestor recieve it:

I really don’t know whats wrong with your configuration. Wait for other
responses.

7

Stevo wrote:

I want Replys directed to our RT system so that the customer response is
entered into the ticket (obviously they’ve maintained the ticket number in
the subject). So do I make the Reply To address the Comment alias or the
Correspond alias?? IE: Do I want the reply entered into the ticket as a
comment or a correspondance entry??

In other words, you want the reply to go to the queue’s
Correspond (or Comment) address, as figured out by RT
based on the action being performed. That’s just how
RT works, no fiddling with Reply-To addresses necessary.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances