Reply-To - Friendly Display Name Missing

RT Users
1

Hello,

I notice that the “friendly display name” seems to be missing from the mail
headers in reply-to: from email generated from RT. For example if we send
a ticket out from RT the email headers show up like this on the receivers
end:Reply-To: support@ourdomain.com
From: RT Staff Name support@ourdomain.com

This seems to cause Microsoft Outlook 2013 to not populate the user in the
Autocomplete email addresses it stores. Ideally this would populate so the
people using Outlook could type the RT Staff name, and it would come up in
their Outlook. Would it be possible to modify RT mail headers to something
like this?

Reply-To: RT Staff Name support@ourdomain.com
From: RT Staff Name support@ourdomain.com

Or also, if we would just disable the Reply-To mail header completely in RT,
and just use a From: at all times I believe this would also work.

Thanks!

Wes

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2

This seems to cause Microsoft Outlook 2013 to not populate the user in the
Autocomplete email addresses it stores. Ideally this would populate so the
people using Outlook could type the RT Staff name, and it would come up in
their Outlook. Would it be possible to modify RT mail headers to something
like this?

Reply-To: RT Staff Name support@ourdomain.com
From: RT Staff Name support@ourdomain.com

Or also, if we would just disable the Reply-To mail header completely in RT,
and just use a From: at all times I believe this would also work.

You can try having an Empty Reply-To: header in your template to
prevent RT from setting one itself.

Any changes you want to make to this can be done in
lib/RT/Action/SendEmail.pm, the Reply-To setting should be pretty
obvious.

If it improves outlook for you, sending along a patch with an
explanation would be great.

-kevin