Modifying From: header in global template to pull from queue description

RT Users
1

I tried searching the archive a bit for the answer but I wasn’t able to
pin down exactly what I’m doing wrong. Basically we are trying to give
a friendly generic name to our queues. Management doesn’t want the
“User Name via RT” but something more generic depending on the Queue.
What I’m trying to do is make the From: header pull from the Queue
description. I’ve changed the template to have the following header:

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up as
Systems.Queue@company.com . I would like it to just show up as “Systems
Queue”. I know I can statically do this for every queue but I would
rather not have custom templates in every queue configuration if
possible.

Your help is greatly appreciated.

Eric

2

I tried searching the archive a bit for the answer but I wasn’t able to
pin down exactly what I’m doing wrong. Basically we are trying to give
a friendly generic name to our queues. Management doesn’t want the
“User Name via RT” but something more generic depending on the Queue.
What I’m trying to do is make the From: header pull from the Queue
description. I’ve changed the template to have the following header:

From: {$Ticket->QueueObj->Description()}

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up as
Systems.Queue@company.com . I would like it to just show up as “Systems
Queue”. I know I can statically do this for every queue but I would
rather not have custom templates in every queue configuration if
possible.

Your help is greatly appreciated.

Eric

Hi Eric,

That is not an RFC compliant address and will cause problems with
some mail systems. That is probably why RT is not doing that other
than it being a poor idea for the same reason.

Cheers,
Ken

3

Eric;

What happens if you
Set($UseFriendlyFromLine , 0);

in your RT_SiteConfig.pm ??

Roy

Busalacchi, Eric wrote:

4

Of course I forgot to mention that I’m running RT 3.8.2 on CentOS 5.2.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Busalacchi, Eric
Sent: Wednesday, March 17, 2010 2:37 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] modifying From: header in global template to pull
fromqueue description

I tried searching the archive a bit for the answer but I wasn’t able to
pin down exactly what I’m doing wrong. Basically we are trying to give
a friendly generic name to our queues. Management doesn’t want the
“User Name via RT” but something more generic depending on the Queue.
What I’m trying to do is make the From: header pull from the Queue
description. I’ve changed the template to have the following header:

From: {$Ticket->QueueObj->Description()}

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up as
Systems.Queue@company.com . I would like it to just show up as “Systems
Queue”. I know I can statically do this for every queue but I would
rather not have custom templates in every queue configuration if
possible.

Your help is greatly appreciated.

Eric

5

I tried searching the archive a bit for the answer but I wasn’t able to
pin down exactly what I’m doing wrong. Basically we are trying to give
a friendly generic name to our queues. Management doesn’t want the
“User Name via RT” but something more generic depending on the Queue.
What I’m trying to do is make the From: header pull from the Queue
description. I’ve changed the template to have the following header:

From: {$Ticket->QueueObj->Description()}

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up as
Systems.Queue@company.com . I would like it to just show up as “Systems
Queue”. I know I can statically do this for every queue but I would
rather not have custom templates in every queue configuration if
possible.

Your help is greatly appreciated.

Eric

Hi Eric,

That is not an RFC compliant address and will cause problems with
some mail systems. That is probably why RT is not doing that other
than it being a poor idea for the same reason.

Cheers,
Ken

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

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Buy a copy at http://rtbook.bestpractical.com

That and almost every good anti-spam solution out there will flag (rightly
so) non-RFC (822 and 2822) compliant messages as spam. To save your users
grief, you’ll likely want something like this:

{$Ticket->QueueObj->CorrespondAddress()}

(Obviously all on the same line…)

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

6

It’s currently set to 0 and right now I’m getting the actual queue email
addresses in the From: line. Which, honestly, I like and think makes
the most sense. The problem is that management would like the From:
address to look like “Support at Evare” in the inbox and not just the
email address. So, when they reply in Outlook for example it would say
“Support Queue Support@company.com”.

EricFrom: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: Wednesday, March 17, 2010 2:58 PM
To: Busalacchi, Eric
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] modifying From: header in global template to
pull from queue description

Eric;

What happens if you
Set($UseFriendlyFromLine , 0);

in your RT_SiteConfig.pm ??

Roy

Busalacchi, Eric wrote:

I tried searching the archive a bit for the answer but I wasn’t able
to pin down exactly what I’m doing wrong. Basically we are trying to
give a friendly generic name to our queues. Management doesn’t want
the “User Name via RT” but something more generic depending on the
Queue. What I’m trying to do is make the From: header pull from the
Queue description. I’ve changed the template to have the following
header:

From: {$Ticket->QueueObj->Description()}

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up as

Systems.Queue@company.com mailto:Systems.Queue@company.com . I
would like it to just show up as “Systems Queue”. I know I can
statically do this for every queue but I would rather not have custom
templates in every queue configuration if possible.

Your help is greatly appreciated.

Eric

7

Thank you Gary, you sent me in the right direction! I set it to:

<{$Ticket->QueueObj->CorrespondAddress()}>

(note the space and <>) and it worked perfectly.

EricFrom: Gary Greene [mailto:ggreene@minervanetworks.com]
Sent: Wednesday, March 17, 2010 3:05 PM
To: Kenneth Marshall; Busalacchi, Eric
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] modifying From: header in global template to
pull from queue description

I tried searching the archive a bit for the answer but I wasn’t able
to
pin down exactly what I’m doing wrong. Basically we are trying to
give
a friendly generic name to our queues. Management doesn’t want the
“User Name via RT” but something more generic depending on the Queue.
What I’m trying to do is make the From: header pull from the Queue
description. I’ve changed the template to have the following header:

From: {$Ticket->QueueObj->Description()}

For example this queue has the description “Systems Queue”. When I
change the template to the above example the From: address shows up
as
Systems.Queue@company.com . I would like it to just show up as
“Systems
Queue”. I know I can statically do this for every queue but I would
rather not have custom templates in every queue configuration if
possible.

Your help is greatly appreciated.

Eric

Hi Eric,

That is not an RFC compliant address and will cause problems with
some mail systems. That is probably why RT is not doing that other
than it being a poor idea for the same reason.

Cheers,
Ken

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

That and almost every good anti-spam solution out there will flag
(rightly
so) non-RFC (822 and 2822) compliant messages as spam. To save your
users
grief, you’ll likely want something like this:

From: {$Ticket->QueueObj->Description()}
{$Ticket->QueueObj->CorrespondAddress()}

(Obviously all on the same line…)

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239