Creating a custom correspdonence template

RT Users
1

Hi List,

We have just upgraded from RT 3.6.7 to 3.8.8.

The first thing we noticed is that RT now uses the “Real Name” variable
to show who posted comments/replies into a ticket, instead of the
"Username" variable, which we were previously used too.

In our case, all staff members “Real Names” are set to our company name,
so after the upgrade we are unable to tell which staff member posted a
comment/reply because they are all listed as our company name. The only
reason we have our “Real Names” set to our company name, is because we
want our staff members names to remain anonymous in Correspondence to
customers.

I have no problem changing our “Real Names” to our individual names, and
that will fix part of the problem because we will then be able to see
internally which staff member has updated a ticket, however doing that
will then mean that when we send Correspondence to customers, they will
see the staff members Real Name in the FROM field (eg John Citizen via RT).

So I believe as well as changing our “Real Names” to our actual real
names, I am also going to need to mofify the correspdance template, and
some how get it to strip out our Real Name in the FROM field, and
replace it with our company name.

The problem I am having is I cannot find documentation on how I could do
this.

If someone could please point me in the right direction that would be
much appreciated.

Kind regards,

Brad Hughes

2

hello,

there’s one simple thing you could do :

in RT_SiteConfig.pm, change option UseFriendlyFromLine to 0 :
Set($UseFriendlyFromLine, 0)

so RT will send the email using the default queue’s adress/name

may it help

Rapah�l

Brad Hughes brad@staff.broadbandsolutions.com.au
Envoy� par : rt-users-bounces@lists.bestpractical.com
19/04/2011 01:30

A
rt-users@lists.bestpractical.com
cc

Objet
[rt-users] Creating a custom correspdonence template

Hi List,

We have just upgraded from RT 3.6.7 to 3.8.8.

The first thing we noticed is that RT now uses the “Real Name” variable
to show who posted comments/replies into a ticket, instead of the
“Username” variable, which we were previously used too.

In our case, all staff members “Real Names” are set to our company name,
so after the upgrade we are unable to tell which staff member posted a
comment/reply because they are all listed as our company name. The only
reason we have our “Real Names” set to our company name, is because we
want our staff members names to remain anonymous in Correspondence to
customers.

I have no problem changing our “Real Names” to our individual names, and
that will fix part of the problem because we will then be able to see
internally which staff member has updated a ticket, however doing that
will then mean that when we send Correspondence to customers, they will
see the staff members Real Name in the FROM field (eg John Citizen via
RT).

So I believe as well as changing our “Real Names” to our actual real
names, I am also going to need to mofify the correspdance template, and
some how get it to strip out our Real Name in the FROM field, and
replace it with our company name.

The problem I am having is I cannot find documentation on how I could do
this.

If someone could please point me in the right direction that would be
much appreciated.

Kind regards,

Brad Hughes

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3

You might look at $UseFriendlyFrom in RT_Config.pm (of course changes should
be made in RT_SiteConfig.pm)On Mon, Apr 18, 2011 at 6:29 PM, Brad Hughes < brad@staff.broadbandsolutions.com.au> wrote:

Hi List,

We have just upgraded from RT 3.6.7 to 3.8.8.

The first thing we noticed is that RT now uses the “Real Name” variable to
show who posted comments/replies into a ticket, instead of the “Username”
variable, which we were previously used too.

In our case, all staff members “Real Names” are set to our company name, so
after the upgrade we are unable to tell which staff member posted a
comment/reply because they are all listed as our company name. The only
reason we have our “Real Names” set to our company name, is because we want
our staff members names to remain anonymous in Correspondence to customers.

I have no problem changing our “Real Names” to our individual names, and
that will fix part of the problem because we will then be able to see
internally which staff member has updated a ticket, however doing that will
then mean that when we send Correspondence to customers, they will see the
staff members Real Name in the FROM field (eg John Citizen via RT).

So I believe as well as changing our “Real Names” to our actual real names,
I am also going to need to mofify the correspdance template, and some how
get it to strip out our Real Name in the FROM field, and replace it with our
company name.

The problem I am having is I cannot find documentation on how I could do
this.

If someone could please point me in the right direction that would be much
appreciated.

–

Kind regards,

Brad Hughes