Determine Requestor Email from Reply-to instead of From

Hi,

I am using RT to pick up website-generated support tickets as well as
incoming emails from the outside world. We are using Amazon SES as a SMTP
provider, and they restrict the “From” header to our own domain, so we are
unable to masquerade the emails as the actual users, and must use the
Reply-to header to store their actual email.

So for example, a generated email might look like:

Reply-to: useremail@address.com

In the default configuration it seems that RT reads these tickets as each
requestor being at “website@company.com”.

Is there a way to make it take the Reply-to address as the requestor rather
than the From address, if and only if it exists?

If there is no easy configuration option for this, where might I look in
the code to modify this?

Thanks,

Shane

Hi,

I am using RT to pick up website-generated support tickets as well as
incoming emails from the outside world. We are using Amazon SES as a SMTP
provider, and they restrict the “From” header to our own domain, so we are
unable to masquerade the emails as the actual users, and must use the
Reply-to header to store their actual email.

So for example, a generated email might look like:

To: support@company.com
From: “User Name website@company.com
Reply-to: useremail@address.com

In the default configuration it seems that RT reads these tickets as each
requestor being at “website@company.com”.

Is there a way to make it take the Reply-to address as the requestor rather
than the From address, if and only if it exists?

If there is no easy configuration option for this, where might I look in
the code to modify this?

Thanks,

Shane

Hi Shane,

You can use a scrip to process the Reply-to: header and update the
requestor information as needed. Take a look at the wiki for some
example codes.

Regards,
Ken

In the default configuration it seems that RT reads these tickets as
each requestor being at “website@company.com mailto:website@company.com”.

Is there a way to make it take the Reply-to address as the requestor
rather than the From address, if and only if it exists?

This is the standard behaviour of RT. Reply-To takes precedence over

From takes precedence over Sender.

I’d suggest double checking your incoming mail.