Editing From:

RT Users
1

I have been asked to change out RT install such that when someone in,
say, the support group replies, his RealName is not shown (“Support
Staff at support@domain.com” is used instead). Otherwise, the From:
header should look like the default one (“Joe Cool via RT”). Has anyone
done that? Looking at the code, I imagine that the one I want is
somewhere in SendEmail.pm,

 unless ( $self->TemplateObj->MIMEObj->head->get('From') ) {
     if ($RT::UseFriendlyFromLine) {
         my $friendly_name = $self->TransactionObj->CreatorObj->RealName
             || $self->TransactionObj->CreatorObj->Name;
         if ( $friendly_name =~ /^"(.*)"$/ ) {    # a quoted string
             $friendly_name = $1;
         }

         $friendly_name =~ s/"/\\"/g;
         $self->SetHeader(
             'From',
             sprintf(
                 $RT::FriendlyFromLineFormat,
                 $self->MIMEEncodeString( $friendly_name,
                     $RT::EmailOutputEncoding ),
                 $replyto
             ),
         );
     }
     else {
         $self->SetHeader( 'From', $replyto );
     }

but that feels like I would be hardcoding it here, which is not a long
term solution. Are there better ways to do it?

Also, using my own example, the default From: header looks something
like “Joe Cool via RT.” How do I replace the “RT” with another string?