Reply-to: setting changes From: setting

RT Users
1

While testing one of our RT queues (support@servlets.net), I have discovered
the following:

Microsoft Outlook configured WITHOUT a Reply Address

  1. Outlook is configured without any Reply-To: address. This is configured
    in Tools->Accounts->Mail tab->select account name->click Properties->select
    General tab->Reply Address. Only the From: address is configured.

  2. I compose a message to support@servlets.net and send it.

  3. Our support engineers in the Support queue get an email with a from
    header that says the User Information Name configured for the Outlook
    Account.

  4. We are happy since this is what we want!

Microsoft Outlook configured WITH a Reply Address

  1. Outlook is configured with a Reply-To: address in addition to a From:
    address. This is configured in Tools->Accounts->Mail tab->select account
    name->click Properties->select General tab->Reply Address.

  2. I compose a message to support@servlets.net and send it.

  3. Our support engineers in the Support queue get an email with a from
    header that says “Servlets.Net Support support@servlets.net”. The user
    name is not included even though the User Information Name configured for
    the Outlook Account has valid information.

  4. We are NOT happy since we can’t tell very easily who is sending us
    email!

I’m assuming this is the case with other email clients. Outlook is the only
one I’ve tested so far. We are finding that some of the requests coming
from our customers have their name in the from field and many do not.

Why would the Reply-To: field make any difference in how this works?

Thanks,
Tauren

2

RT prefers the reply-to address over the from address when figuring out who a request is from.On Wed, May 17, 2000 at 01:09:50PM -0700, Tauren Mills wrote:

While testing one of our RT queues (support@servlets.net), I have discovered
the following:

Microsoft Outlook configured WITHOUT a Reply Address

  1. Outlook is configured without any Reply-To: address. This is configured
    in Tools->Accounts->Mail tab->select account name->click Properties->select
    General tab->Reply Address. Only the From: address is configured.

  2. I compose a message to support@servlets.net and send it.

  3. Our support engineers in the Support queue get an email with a from
    header that says the User Information Name configured for the Outlook
    Account.

  4. We are happy since this is what we want!

Microsoft Outlook configured WITH a Reply Address

  1. Outlook is configured with a Reply-To: address in addition to a From:
    address. This is configured in Tools->Accounts->Mail tab->select account
    name->click Properties->select General tab->Reply Address.

  2. I compose a message to support@servlets.net and send it.

  3. Our support engineers in the Support queue get an email with a from
    header that says “Servlets.Net Support support@servlets.net”. The user
    name is not included even though the User Information Name configured for
    the Outlook Account has valid information.

  4. We are NOT happy since we can’t tell very easily who is sending us
    email!

I’m assuming this is the case with other email clients. Outlook is the only
one I’ve tested so far. We are finding that some of the requests coming
from our customers have their name in the from field and many do not.

Why would the Reply-To: field make any difference in how this works?

Thanks,
Tauren

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3

Thanks Jesse,

However, it seems like I’m seeing exactly the opposite behaviour.

Tauren