Who is the mail coming from?

RT Users
1

I’m running RT 2.0.9. Currently when a ticket is created, or
correspondence is sent, the mail that RT sends out appears to coming
from the correspondence address set for the queue in which the ticket is
in. For example if I had an “incoming” queue:

Is there a way to change this so it appears to be coming from the email
address of the actual requestor?
i.e. “From: Bob via RT bob@somewhere.com”

Please help.

Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo@sockeye.com
Pager: bgeraldo-pager@sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272

2

You can, of course, customize RT by hacking the perl, but that would defeat one
of RT’s key features:
RT automatically makes the email go where it’s supposed to and keeps track of it. If RT didn’t rewrite addresses, you’d have to carefully manually CC RT
and the user on each transaction. I’ve used systems that do that. It sucks and
not everything gets properly recorded.

-jesseOn Wed, Jan 02, 2002 at 04:25:42PM -0500, Bolivar Geraldo wrote:

I’m running RT 2.0.9. Currently when a ticket is created, or
correspondence is sent, the mail that RT sends out appears to coming
from the correspondence address set for the queue in which the ticket is
in. For example if I had an “incoming” queue:

From: Bob via RT incoming@abcd.com

Is there a way to change this so it appears to be coming from the email
address of the actual requestor?
i.e. “From: Bob via RT bob@somewhere.com”

Please help.

–
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo@sockeye.com
Pager: bgeraldo-pager@sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

3

“BG” == Bolivar Geraldo bgeraldo@sockeye.com writes:

BG> From: Bob via RT incoming@abcd.com

BG> Is there a way to change this so it appears to be coming from the email
BG> address of the actual requestor?
BG> i.e. “From: Bob via RT bob@somewhere.com”

So when that person then replies back, you don’t want the
correspondence to be tracked via RT anymore? Why bother using RT
then?

Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/