Change FriendlyFromLineFormat to include name of responder instead of queue name

RT Users
1

Hello,

here’s another fix we implemented, in order to change the friendly from line format. I’d be
interessted, if there is a better solution for that?

In RT_SiteConfig.pm we have:

Set($FriendlyFromLineFormat , ““My Company %s” <%s>”);

When sending a mail from queue “Incidents” this results in the from line:
’“My Company Incidents” ’

Instead of the queue name we would like to replace the first %s with the name of the person
answering the request, resulting in '“My Company John Doe” '.

Until now we are using another patch for that:

— lib/RT/Action/Autoreply.pm.orig 2011-05-02 21:47:49.000000000 +0200
+++ lib/RT/Action/Autoreply.pm 2011-05-04 17:08:48.000000000 +0200
@@ -97,7 +97,7 @@
my $friendly_name;

if (RT->Config->Get('UseFriendlyFromLine')) {

  •   $friendly_name = $self->TicketObj->QueueObj->Description ||

  •   $friendly_name = $self->TransactionObj->CreatorObj->RealName ||
      $self->TicketObj->QueueObj->Name;
    }

Is there an easier way to achieve this without patching the code?

If not, could you introduce a new variable like $FriendlyFromLineName to enable user to pick which
variable to use out of a few selected ones?

Best regards,

Lars

2

Hello,

here’s another fix we implemented, in order to change the friendly from line format. I’d be
interessted, if there is a better solution for that?

Autoreply always sends the queue name, since normally the creator of
the Transaction would be the requestor and it would be weird to see
“Requestor Name via RT” in the mail that goes back to the Requestor.
I assume you’re using RT differently and creating tickets for users in
the web UI.

Notify should be setting the Friendly Name to the actor on the
transaction.

-kevin