Outgoing email with Requestor's Real Name

Hi,
I have started using RT for our email communications.
I have one issue though, the email sent from RT to Requestors and CCs doesn’t have the Real Name before the email address, only the email address.
Apparently FriendlyToLineFormat doesn’t have any effect.

Can someone please let me know how to set the sent emails with the Real name email@email.com format.

We set our as follows,
UseFriendlyFromLine → Yes
FriendlyFromLineFormat → “%s via RT” <%s>

Hopefully that helps.
Bob