So, one “nice” feature of RT is that messages go out as being
“Joe Blow via RT” email@example.com
Unfortunately, we’ve been getting several cases of a user who
has recieved RT correspondence having their e-mail client
autocomplete “Joe Blow” into the RT address, rather than true
address of “Joe Blow” (ldap lookup or personal address book,
etc). (I’m sure they get a list, but probably blindly accept
the first match)
Users are such a pain. Have you tried to twiddle in RT_SiteConfig.pm
By default, RT sets the outgoing mail’s “From:” header to
“SenderName via RT”. Setting this option to 0 disables it.
Set($UseFriendlyFromLine , 1);
sprintf() format of the friendly ‘From:’ header; its arguments
are SenderName and SenderEmailAddress.
Set($FriendlyFromLineFormat , “”%s via RT" <%s>");
Maybe if you put ‘RT on behalf of %s’ then their mail clients wouldn’t
get so confused?