Hide real name in reply of RT

RT Users
1

Hi,

We would like our the users in our support organization to remain
anonymous, is there a way to prevent real names to be included in the Reply?
It is important to show internally, especially for comments.

Thanks,
Gilbert.

2

We would like our the users in our support organization to remain
anonymous, is there a way to prevent real names to be included in
the Reply?
It is important to show internally, especially for comments.

You can change the Correspond template to say something like:

and you can write some code to fetch the correct email address and
name based on the $Ticket->QueueObj object so it varies per queue.
Just don’t change the comment templates.

In 4.0 this becomes a Queue configuration option

-kevin

3

thanks.On 24/02/2011 8:10 PM, Kevin Falcone wrote:

On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote:

We would like our the users in our support organization to remain
anonymous, is there a way to prevent real names to be included in
the Reply?
It is important to show internally, especially for comments.
You can change the Correspond template to say something like:

From: Some Name

and you can write some code to fetch the correct email address and
name based on the $Ticket->QueueObj object so it varies per queue.
Just don’t change the comment templates.

In 4.0 this becomes a Queue configuration option

-kevin

4
  • Am Thu, Feb 24, 2011 at 08:10:58PM -0500 , schrieb Kevin Falcone:

We would like our the users in our support organization to remain
anonymous, is there a way to prevent real names to be included in
the Reply?
It is important to show internally, especially for comments.

You can change the Correspond template to say something like:

From: Some Name

and you can write some code to fetch the correct email address and
name based on the $Ticket->QueueObj object so it varies per queue.
Just don’t change the comment templates.

And remember to “Set $UseOriginatorHeader, 0);” because RT sets the
RT-Originator in the mail-header by default.

Cheers,
Christoph