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 '[EMAIL PROTECTED]', not from ' [EMAIL PROTECTED]' and not from '"joe user"@domain.com'. If its from the Helpdesk queue, I want all e-mails to come from '[EMAIL PROTECTED]'. Right now, when I create a ticket in the Operations queue, I will get an autoreply from #HELPDESK <[EMAIL PROTECTED]> 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 '[EMAIL PROTECTED]'. 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 PROTECTED]>, #HELPDESK <[EMAIL PROTECTED]> would remain constant for each queue. Maybe Im totally just not getting it. On Fri, Sep 26, 2008 at 3:32 PM, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > Juan, > > > 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. > > Kenn > LBNL > > 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 PROTECTED] <mailto:[EMAIL PROTECTED]>, and the helpdesk >> emails to be from [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>, and >> so on. If i send an email to [EMAIL PROTECTED] <mailto: >> [EMAIL PROTECTED]>, 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 PROTECTED] <mailto:[EMAIL PROTECTED]>, or >> it's respective queue. >> >> On Fri, Sep 26, 2008 at 1:38 PM, Kenneth Crocker <[EMAIL PROTECTED]<mailto: >> [EMAIL PROTECTED]>> wrote: >> >> Juan, >> >> >> 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. >> >> >> Kenn >> LBNL >> >> 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 >> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >> <mailto:[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>>, >> 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. >> >> Juan >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> <mailto:[EMAIL PROTECTED]> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> >> >> >> >
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