RT 3.8.4. How to switch SenderName from RealName to QueueName

RT Users
1

Hello

With RT 3.8.4 we want to setup the SenderName within emails that there will
be only QueueName.

Within config, $UseFriendlyFromLine is set to 1.

When users send an email to RT, then they receive auto-reply email, where
the FROM is: “QueueName via RT”

But when someone replies from ticket, or resolves the ticket, there is his
name, Real Name via RT .

We need to have in all cases QueueName via RT , instead of Real Name via
RT.

What needs to be setup that Real Names will not be mentioned in FROM emails,
and only QueueName

Thanks, Miroslav
View this message in context: http://old.nabble.com/RT-3.8.4.-How-to-switch-SenderName-from-RealName-to-QueueName-tp34198008p34198008.html

2

With RT 3.8.4 we want to setup the SenderName within emails that there will
be only QueueName.

Within config, $UseFriendlyFromLine is set to 1.

When users send an email to RT, then they receive auto-reply email, where
the FROM is: “QueueName via RT”

But when someone replies from ticket, or resolves the ticket, there is his
name, Real Name via RT .

We need to have in all cases QueueName via RT , instead of Real Name via
RT.

What needs to be setup that Real Names will not be mentioned in FROM emails,
and only QueueName

The easiest solution (ie. no code changes to RT) is to change your
Correspondence template to have something like:

Completely untested, so please try on a dev system. The idea is that
you’re going to generate the From: line for RT rather than letting RT
autogenerate it. You can read more about templates in templates.pod
under /opt/rt4/docs/

-kevin