How to change the Email From Field?

RT Users
1

All,

I’m running RT2 and want to know how to change the From address on emails
send from within RT.

Currently the email header looks like this:

Where do I make this change??

Thanks

Stevo

2

All,

I’m running RT3 and want to know how to change the From address on emails
send from within RT.

Currently the email header looks like this:

Where do I make this change?? I can’t find it anywhere!!!

Thanks

Stevo

3

Does anyone know how to do this?? There must be an easy way to set the From
header in the email messages.

–SteveFrom: “Stevo” checkpoint@ozbergs.com
To: rt-users@lists.fsck.com
Sent: Monday, October 13, 2003 4:04 PM
Subject: [rt-users] How to change the Email From Field??

All,

I’m running RT3 and want to know how to change the From address on emails
send from within RT.

Currently the email header looks like this:

From: Nobody [mailto:nobody@tickets.xxx.com] On Behalf Of Stevo Devo via
RT

Where do I make this change?? I can’t find it anywhere!!!

Thanks

Stevo

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4

Theres a setting in the Site_Config.pm that toggles between this format and
just using the Queue’s associated e-mail address. Don’t remember what it is
exactly, but setting this properly will cause it to just become
nobody@tickets.xxx.com as opposed to all the “via RT” look.

NickFrom: Stevo [mailto:checkpoint@ozbergs.com]
Sent: Tuesday, October 14, 2003 1:52 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] How to change the Email From Field??

Does anyone know how to do this?? There must be an easy way to set the From
header in the email messages.

–Steve

From: “Stevo” checkpoint@ozbergs.com
To: rt-users@lists.fsck.com
Sent: Monday, October 13, 2003 4:04 PM
Subject: [rt-users] How to change the Email From Field??

All,

I’m running RT3 and want to know how to change the From address on
emails send from within RT.

Currently the email header looks like this:

From: Nobody [mailto:nobody@tickets.xxx.com] On Behalf Of Stevo Devo
via
RT

Where do I make this change?? I can’t find it anywhere!!!

Thanks

Stevo

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

Found it, it RT_Config.pm (copy to RT_SiteConfig.pm and alter):

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific

address.

Set($CorrespondAddress , ‘RT_CorrespondAddressNotSet’);

Set($CommentAddress , ‘RT_CommentAddressNotSet’);

j-On Tue, 2003-10-14 at 11:57, Nick Pleis wrote:

Theres a setting in the Site_Config.pm that toggles between this
format and just using the Queue’s associated e-mail address. Don’t
remember what it is exactly, but setting this properly will cause it
to just become nobody@tickets.xxx.com as opposed to all the “via RT”
look.

Nick

-----Original Message-----
From: Stevo [mailto:checkpoint@ozbergs.com]
Sent: Tuesday, October 14, 2003 1:52 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] How to change the Email From Field??

Does anyone know how to do this?? There must be an easy way to set
the From header in the email messages.

–Steve

----- Original Message -----
From: “Stevo” checkpoint@ozbergs.com
To: rt-users@lists.fsck.com
Sent: Monday, October 13, 2003 4:04 PM
Subject: [rt-users] How to change the Email From Field??

All,

I’m running RT3 and want to know how to change the From address on
emails send from within RT.

Currently the email header looks like this:

From: Nobody [mailto:nobody@tickets.xxx.com] On Behalf Of Stevo Devo
via
RT

Where do I make this change?? I can’t find it anywhere!!!

Thanks

Stevo

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

Joseph M Bironas
Sr. Unix Sys Admin/Sr. Network Admin
Niteo Partners - An NEC Company
101 Spear St #205 SF CA 94105
ph.415.373.3343

6

Those ust set the default e-mails I think… They are used when the queue
doesn’t specify one directly.

The actual setting I was thinking of is:

By Default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine, 0);

Thus, setting this to 0 gets rid of the “SenderName via RT”

Same drill, copy it to RT_SIteConfig.pm and make the change.

NickFrom: Joseph M Bironas [mailto:joseph@josebiro.com]
Sent: Tuesday, October 14, 2003 2:04 PM
To: rt-users@lists.fsck.com
Subject: RE: [rt-users] How to change the Email From Field??

Found it, it RT_Config.pm (copy to RT_SiteConfig.pm and alter):

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific

address.

Set($CorrespondAddress , ‘RT_CorrespondAddressNotSet’);

Set($CommentAddress , ‘RT_CommentAddressNotSet’);

j-

Theres a setting in the Site_Config.pm that toggles between this format and
just using the Queue’s associated e-mail address. Don’t remember what it is
exactly, but setting this properly will cause it to just become
nobody@tickets.xxx.com as opposed to all the “via RT” look.

Nick

From: Stevo [ mailto:checkpoint@ozbergs.com mailto:checkpoint@ozbergs.com]

Sent: Tuesday, October 14, 2003 1:52 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] How to change the Email From Field??

Does anyone know how to do this?? There must be an easy way to set the From
header in the email messages.

–Steve

From: “Stevo” checkpoint@ozbergs.com
To: rt-users@lists.fsck.com
Sent: Monday, October 13, 2003 4:04 PM
Subject: [rt-users] How to change the Email From Field??

All,

I’m running RT3 and want to know how to change the From address on
emails send from within RT.

Currently the email header looks like this:

From: Nobody [ mailto:nobody@tickets.xxx.com
mailto:nobody@tickets.xxx.com] On Behalf Of Stevo Devo
via
RT

Where do I make this change?? I can’t find it anywhere!!!

Thanks

Stevo

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
http://fsck.com/rtfm

Joseph M Bironas
Sr. Unix Sys Admin/Sr. Network Admin
Niteo Partners - An NEC Company
101 Spear St #205 SF CA 94105
ph.415.373.3343

7

RE: [rt-users] How to change the Email From Field??Hey Guys,

Thanks for the ideas, and I did change the Set($UseFriendlyFromLine, 0) to get rid of the send via RT which is perfect, however I checked the CorrespondAddress and CommentAddress and they were both set to the correct email addresses. Emails are still being sent from nobody@tickets.xxx.com when I reply or comment on a ticket!

I also checked the queue setting and hard set the CorrespondAddress and CommentAddress setting from the WebUI and still the from address is nobody@tickets.xxx.com.

Is there anything else I can check??

StevoFrom: Joseph M Bironas
To: rt-users@lists.fsck.com
Sent: Tuesday, October 14, 2003 12:03 PM
Subject: RE: [rt-users] How to change the Email From Field??

Found it, it RT_Config.pm (copy to RT_SiteConfig.pm and alter):

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific

address.

Set($CorrespondAddress , ‘RT_CorrespondAddressNotSet’);

Set($CommentAddress , ‘RT_CommentAddressNotSet’);

j-

Theres a setting in the Site_Config.pm that toggles between this format and just using the Queue's associated e-mail address. Don't remember what it is exactly, but setting this properly will cause it to just become nobody@tickets.xxx.com as opposed to all the "via RT" look.

Nick


From: Stevo [mailto:checkpoint@ozbergs.com] 
Sent: Tuesday, October 14, 2003 1:52 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] How to change the Email From Field??


Does anyone know how to do this??  There must be an easy way to set the From header in the email messages.

--Steve


From: "Stevo" <checkpoint@ozbergs.com>
To: <rt-users@lists.fsck.com>
Sent: Monday, October 13, 2003 4:04 PM
Subject: [rt-users] How to change the Email From Field??


> All,
>
> I'm running RT3 and want to know how to change the From address on 
> emails send from within RT.
>
> Currently the email header looks like this:
>
> From: Nobody [mailto:nobody@tickets.xxx.com] On Behalf Of Stevo Devo 
> via
RT
>
> Where do I make this change??  I can't find it anywhere!!!
>
> Thanks
>
> Stevo
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users@lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
>


rt-users mailing list
rt-users@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm





    >> Joseph M Bironas
    >> Sr. Unix Sys Admin/Sr. Network Admin
    >> Niteo Partners - An NEC Company
    >> 101 Spear St #205 SF CA 94105
    >> ph.415.373.3343
8

[please wrap lines to a reasonable length]

Stevo wrote:

Thanks for the ideas, and I did change the Set($UseFriendlyFromLine,
0) to get rid of the send via RT which is perfect, however I checked the
CorrespondAddress and CommentAddress and they were both set to the correct
email addresses. Emails are still being sent from nobody@tickets.xxx.com
when I reply or comment on a ticket!

If “nobody” is showing in the logs but the reply address on the
received email is correct, nothing is wrong. The logs show the
envelope sender; it’s probably a Good Thing not to have this
being an address handled by RT (unless you happen to be fond of
mail bounce loops and the like…)
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

9

Phil and all,

Thanks for the responses… I can’t get this fixed, so I’m going to try
something else. Is there a way I can get the reply-to field on emails sent
using the WebUI’s ‘Reply’ function?? Right now I have support@xxx.com as my
generic support alias, but I don’t want all replys to go to support@xxx.com,
but rather I’d like them to be sent to another address like
queue_name@tickets.xxx.com

How would I go about changing that in the queue??

StevoFrom: “Phil Homewood” pdh@snapgear.com
To: rt-users@lists.fsck.com
Sent: Thursday, October 16, 2003 7:37 PM
Subject: Re: [rt-users] How to change the Email From Field??

[please wrap lines to a reasonable length]

Stevo wrote:

Thanks for the ideas, and I did change the Set($UseFriendlyFromLine,
0) to get rid of the send via RT which is perfect, however I checked the
CorrespondAddress and CommentAddress and they were both set to the
correct
email addresses. Emails are still being sent from
nobody@tickets.xxx.com
when I reply or comment on a ticket!

If “nobody” is showing in the logs but the reply address on the
received email is correct, nothing is wrong. The logs show the
envelope sender; it’s probably a Good Thing not to have this
being an address handled by RT (unless you happen to be fond of
mail bounce loops and the like…)

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

10

Set it in the correspondence address of the queue you want to set a
different e-mail addres than the standard.

SamuelFrom: Stevo [mailto:checkpoint@ozbergs.com]
Sent: Friday,17 October,2003 22:11
To: rt-users@lists.fsck.com

Phil and all,

Thanks for the responses… I can’t get this fixed, so I’m going to try
something else. Is there a way I can get the reply-to field on emails
sent using the WebUI’s ‘Reply’ function?? Right now I have
support@xxx.com as my generic support alias, but I don’t want all replys
to go to support@xxx.com, but rather I’d like them to be sent to another
address like queue_name@tickets.xxx.com

How would I go about changing that in the queue??

Stevo

From: “Phil Homewood” pdh@snapgear.com
To: rt-users@lists.fsck.com
Sent: Thursday, October 16, 2003 7:37 PM
Subject: Re: [rt-users] How to change the Email From Field??

[please wrap lines to a reasonable length]

Stevo wrote:

Thanks for the ideas, and I did change the Set($UseFriendlyFromLine,
0) to get rid of the send via RT which is perfect, however I checked

the CorrespondAddress and CommentAddress and they were both set to
the
correct
email addresses. Emails are still being sent from
nobody@tickets.xxx.com
when I reply or comment on a ticket!

If “nobody” is showing in the logs but the reply address on the
received email is correct, nothing is wrong. The logs show the
envelope sender; it’s probably a Good Thing not to have this being an
address handled by RT (unless you happen to be fond of mail bounce
loops and the like…)

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear -
Custom Embedded Solutions and Security Appliances

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm