Ok, Im sorry if I was unclear. I mean, the queue admins along with
requestors. Plain and simply, I want e-mails that go through the RT system
to have their own e-mail address per each queue.
If a ticket gets created/replied to/commented on for the Operations queue, I
want all correspondence to come from ‘firstname.lastname@example.org’, not from ‘
email@example.com’ and not from ‘"joe user"@domain.com’. If its from the
Helpdesk queue, I want all e-mails to come from ‘firstname.lastname@example.org’.
Right now, when I create a ticket in the Operations queue, I will get an
autoreply from #HELPDESK email@example.com If I reply to that email,
the reply address on the new email will then change to #HELPDESK <"Juan
Mas"@domain.com> , I want that to stay as ‘firstname.lastname@example.org’. Also, I
didnt mention this before but #HELPDESK is the display name in Exchange for
our helpdesk queue. So is #OPERATIONS, and so on. So I want emails to come
in with the reply address as being whatever queue it comes from. so
#OPERATIONS email@example.com, #HELPDESK firstname.lastname@example.org would
remain constant for each queue.
Maybe Im totally just not getting it.On Fri, Sep 26, 2008 at 3:32 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:
I'm really confused here. When you say "Watchers", do you mean
SPECIFICALLY the Watcher role in RT or are you talking about people
"outside" RT sending in email to create tickets? Also,when you say “come
back looking the same” are you talking about emails sent to create tickets
that FAILED and came back to the sender or are you talking about "Reply"
email? There are 2 possible email address for a queue. Those are where
emails are "SENT TO’ RT. That is the address where “I would send MY email to
an RT queue” in order to create a ticket or reply to correspondence that was
sent to me “from that queue in RT”. That much I’m pretty sure about, but
heck, I’ve been wrong before. I’m not sure you have your email configuration
set up the way you need it to be or expect it to be. Sorry, That’s about all
I know on this subject.
On 9/26/2008 10:48 AM, Juan Mas wrote:
We have Watchers that might be on more than one queue. Right now, emails
sent to any queue all come back looking the same, as far as display name,
and email address, and subject. I figured that if you set up the reply
e-mail address for a queue’s configuration, that would be where the email
would come from. Id like for the Ops queue to have a from email of
email@example.com mailto:firstname.lastname@example.org, and the helpdesk
emails to be from email@example.com mailto:firstname.lastname@example.org, and
so on. If i send an email to email@example.com <mailto:
firstname.lastname@example.org>, it works correctly, going to right the queue.
But Id want the autoreply and all other transactions to come from (at least
visually) from email@example.com mailto:firstname.lastname@example.org, or
it’s respective queue.
On Fri, Sep 26, 2008 at 1:38 PM, Kenneth Crocker <KFCrocker@lbl.gov<mailto: KFCrocker@lbl.gov>> wrote:
If the email is being sent from "within" the RT system AND
the queue the correspondence is coming from has the correct email
address, then that should happen. WE have about 115 queues and they
all have a unique email address/alias. Howver, email that comes to
RT from outside RT, gets whatever it gets. that’s just “Email” as
far as I know. There might be a way to interdept email from outside
RT and convert it, by why? Maybe I do not understand your problem.
Hope this helps.
On 9/26/2008 8:51 AM, Juan Mas wrote:
Im setting up some queues in RT and I need the e-mail address
the emails come from to be the correct queue email address. For
example, the Operations email should come in as
but now its coming in as "requestor email"@domain.com
<http://domain.com> <http://domain.com>. I looked through
RT_Config and saw this line Set($FriendlyFromLineFormat ,
"\"#HELPDESK\" <%s>");, but Im not sure if that is what needs to
be changed. Any help would be appreciated. THanks.
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