Changing notification email when assigning to another RT user


#1

Hi there

I’m looking for a way to reconfigure RT so when changing/assigning the ownership of a ticket to someone other than myself, the notification email sent to the requester mentions the new owner has taken ownership and the mail comes from the assigned owner, and does not say I have taken ownership, which is what it currently does.

Eg: Currently if I assign ticket X to RT Admin Joe Blogg, the requester gets an email from me saying I have taken ownership, but RT correctly shows Joe Blogg as the owner.

Ideally, the email should come from the new owner Joe Blogg, so the user is not confused.

Anyone done this before?

Thanks