"Helpdesk Support" in all correspondance

RT Users
1

When ever a ticket is replied to this phrase appears:On 2/6/13 6:02 PM, “Helpdesk Support” helpme@mycompany.com wrote:

I want to change this (perhaps to the users name or email address) but I
cannot for the life of me find what controls that wording. I can’t find
“Helpdesk Support” in any of the config files.

Can somebody point me in the right direction?

-Joe

View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html

2

Hi Joe.

I think that’ll be configured on the Queue as a ‘Subject Tag’

Nick
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: EepURL - A Mailchimp Service 7 Feb 2013, at 01:25, joegrace13 jgrace@photodex.com wrote:

When ever a ticket is replied to this phrase appears:

On 2/6/13 6:02 PM, “Helpdesk Support” helpme@mycompany.com wrote:

I want to change this (perhaps to the users name or email address) but I
cannot for the life of me find what controls that wording. I can’t find
“Helpdesk Support” in any of the config files.

Can somebody point me in the right direction?

-Joe

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View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html
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3

When ever a ticket is replied to this phrase appears:

I want to change this (perhaps to the users name or email address) but I
cannot for the life of me find what controls that wording. I can’t find
“Helpdesk Support” in any of the config files.

Can somebody point me in the right direction?

RT’s default is to put the 'Actor’s name in the From: when replying.
So, if you get an Autoreply from our RT system, it would come in as
the Queue’s Description followed by the correspond address.From: “Bugs in RT” <rt-bugs@…>
but if I reply to a ticket, the mail would come out as
From: “Kevin Falcone via RT” <rt-bugs@…>

Keep in mind, your mail client may have remembered that the first mail
it ever saw came from Helpdesk Support, so check that this isn’t a
client issue rather than something RT is generating.

Of course, it’s possible to configure RT to always send the queue’s
description by changing templates, and folks do that.

You’re already doing something interesting because RT’s default is to
include that via RT. Go check your templates and your
FriendlyFromLine settings. You may also want to clarify where
you’re seeing this header.

-kevin

4

I think that’ll be configured on the Queue as a ‘Subject Tag’

The Subject Tag controls [rt3 #12345], not the phrase of the email
address.

-kevin> On 7 Feb 2013, at 01:25, joegrace13 <[3]jgrace@photodex.com> wrote:

 When ever a ticket is replied to this phrase appears:

 -----------------------------------
 On 2/6/13 6:02 PM, "Helpdesk Support" <[4]helpme@mycompany.com> wrote:
 -----------------------------------

 I want to change this (perhaps to the users name or email address) but I
 cannot for the life of me find what controls that wording. I can't find
 "Helpdesk Support" in any of the config files.

 Can somebody point me in the right direction?
5

Keep in mind, your mail client may have remembered that the first mail
it ever saw came from Helpdesk Support, so check that this isn’t a
client issue rather than something RT is generating.

I believe that Exchange will do “interesting things” based on the data in
active directory and replace the “from” with what’s in there. It might be
as simple as verifying if you have an account in AD which has
“helpme@company.com” as an stmp address.

Thanks,
Jok