Modified from: address in replies

RT Users
1

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

2

P,

That should work. If the template is in that Queue and the name is the same
name as what is normally used by the Global scrips, then that template
should override the Global one. We use that same idea (except it is the
“To:”) for some specific Users (QA Tester) listed in a Custom Field called
“QA Approver”:

TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Priority is: {$Ticket->Priority}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}

Could you show what that template looks like, at least the first few lines?

Kenn
LBNLOn Tue, Aug 24, 2010 at 6:12 AM, polloxx polloxx@gmail.com wrote:

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

Kenn,

Thanks for your answer.
For that queue we use a blank template, with the Name’Blank’ and on
the first line of the Content:

that’s all.

POn Tue, Aug 24, 2010 at 5:39 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

P,

That should work. If the template is in that Queue and the name is the same
name as what is normally used by the Global scrips, then that template
should override the Global one. We use that same idea (except it is the
“To:”) for some specific Users (QA Tester) listed in a Custom Field called
“QA Approver”:

To: {$Ticket->FirstCustomFieldValue(‘QA Approver’)}@lbl.gov
Subject: Request Titled: “{$Ticket->Subject}” is ready to begin QA Testing

TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}

Priority is: {$Ticket->Priority}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}

Could you show what that template looks like, at least the first few lines?

Kenn
LBNL

On Tue, Aug 24, 2010 at 6:12 AM, polloxx polloxx@gmail.com wrote:

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

4

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

5

We want to change the from: address, not the reply-to: address.
How can we do this?On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

6

We want to change the from: address, not the reply-to: address.
How can we do this?

They’re both set from the correspond address variable available
globally or on a queue level.

If you need to change ONLY the From: line (which is not the question
your original mail asked) then the template solution is your best bet.

-kevin> On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

7

OK: we have an request address for all queues, let’s say
help@ourdomain.com, but for one particular queue we want to set a
different from: address when our helpdesk dept. replies to the
customer, eg: support@ourdomain.com.
How can we establish this?On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote:

We want to change the from: address, not the reply-to: address.
How can we do this?

They’re both set from the correspond address variable available
globally or on a queue level.

If you need to change ONLY the From: line (which is not the question
your original mail asked) then the template solution is your best bet.

-kevin

On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:

Dear list,

We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I’ve tried this with a customized template with:

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

from: support@ourdomain.com

in the first line but this does not work.
Other suggestions?

Thx,
P.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

8

OK: we have an request address for all queues, let’s say
help@ourdomain.com, but for one particular queue we want to set a
different from: address when our helpdesk dept. replies to the
customer, eg: support@ourdomain.com.
How can we establish this?

Go to the Queue Admin page for that queue, check the correspond
address.

See my previous reply -

On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

9

You mean the “Reply Address”? Only the reply-to: address is changed on
our server, not the from: address.On Wed, Aug 25, 2010 at 6:15 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote:

OK: we have an request address for all queues, let’s say
help@ourdomain.com, but for one particular queue we want to set a
different from: address when our helpdesk dept. replies to the
customer, eg: support@ourdomain.com.
How can we establish this?

Go to the Queue Admin page for that queue, check the correspond
address.

See my previous reply -

On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

10

You mean the “Reply Address”? Only the reply-to: address is changed on
our server, not the from: address.

Reply Address controls From: and Reply-To: unless you’ve made changes> On Wed, Aug 25, 2010 at 6:15 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote:

OK: we have an request address for all queues, let’s say
help@ourdomain.com, but for one particular queue we want to set a
different from: address when our helpdesk dept. replies to the
customer, eg: support@ourdomain.com.
How can we establish this?

Go to the Queue Admin page for that queue, check the correspond
address.

See my previous reply -

On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone

I think you just want to change the Correspond Address on the queue
admin page. No need for template hacking.

-kevin

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!