We have several queues for our departments (helpdesk, development,
specialists, marketing with e-mail helpdesk@company.com,
development@company.com, etc.). Every queue has its own e-mail address.
From time to time we need to change From field in header of e-mail when
sending e-mails from RT from helpdesk@company.com to
techsupport@othercompany.com (both heading to same queue). Our business
partners requires this in communication with customers along with change of
signatures. These customers are usually communicating with directly every
department (=queue) so it is necessary change identification per ticket.
We plan to archieve this by using Custom Fields this way:
- if To or Cc in incoming message is techsupport@othercompany.com (not
helpdesk@company.com as set in queue settings) set CF named Identity to
techsupport@othercompany.com using MailGate plugin - if ticket has CF named Identity set to techsupport@othercompany.com, From
field in outgoing mail header to techsupport@othercompany.com
Is it possible to archieve this by some easy way?
Best regards,
Pavel Šidlo
LinuxBox.cz, s.r.o.
28. října 168, 709 00 Ostrava
tel.: +420 591 166 234
mob.: +420 737 238 334
web: www.linuxbox.cz
mobil servis: +420 737 238 656
email servis: servis@linuxbox.cz