Emails from "RT System Itself" come through as "unknown"

RT Users
1

Hi all,

I’m trying to figure out how to make auto-generated emails appear less
creepy to our constituents.

As of now, they are sent looking as if they are coming from some sort of
ghost with no name or email address. Gmail shows them as (unknown) via
nyu.edu.

If I drill into the headers, I can see:

Sender: Apache apache@our.rtserver.edu
…

I have tried assigning our default email address to the RT_System user, but
even as super user it says I am not allowed to modify.

Any ideas? We’d like to start cutting automatic tickets, but our users will
likely not appreciate emails coming in looking like this.

Thanks so much!

Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology

2

Actually, I think I’ve gotten to the bottom of it. The Transaction Template
has this line:

<{$Transaction->CreatorObj->EmailAddress}>

So when a ticket is cut by the RT_System user, it’s populating with the
empty email field, because the RT_System user does not have an email
address.

I am not sure if this is the default Transaction template, or if someone
from our team in years past has modified this. Does anyone know? Or, have
you encountered this problem before? i can probably whip up a simple IF
statement to resolve this, but I was just curious if there was a better way.

Thanks for all your help thus far!On Tue, Mar 8, 2016 at 8:56 AM, Marcelo Calado | TBS TAX Services < mcalado@tbstaxservices.com> wrote:

Hi Jannae,

Did you fill up on your queue the fields: “replay address” and “comment
address” ???

Fill up with a valid email!

Marcelo.

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] *On
Behalf Of *Jannae Jacks
Sent: Monday, March 07, 2016 4:08 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Emails from “RT System Itself” come through as
“unknown”

Hi all,

I’m trying to figure out how to make auto-generated emails appear less
creepy to our constituents.

As of now, they are sent looking as if they are coming from some sort of
ghost with no name or email address. Gmail shows them as (uenknown) via
nyu.edu.

If I drill into the headers, I can see:

Sender: Apache apache@our.rtserver.edu
…
From: “The RT System itself” <>

I have tried assigning our default email address to the RT_System user,
but even as super user it says I am not allowed to modify.

Any ideas? We’d like to start cutting automatic tickets, but our users
will likely not appreciate emails coming in looking like this.

Thanks so much!

–

Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology

Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology
726 Broadway, 2nd Floor, New York, NY 10003
http://www.nyu.edu

p: (212) 992.7444 | m: (901) 229.3225