You might look at $UseFriendlyFrom in RT_Config.pm (of course changes should be made in RT_SiteConfig.pm)
On Mon, Apr 18, 2011 at 6:29 PM, Brad Hughes < [email protected]> wrote: > Hi List, > > We have just upgraded from RT 3.6.7 to 3.8.8. > > The first thing we noticed is that RT now uses the "Real Name" variable to > show who posted comments/replies into a ticket, instead of the "Username" > variable, which we were previously used too. > > In our case, all staff members "Real Names" are set to our company name, so > after the upgrade we are unable to tell which staff member posted a > comment/reply because they are all listed as our company name. The only > reason we have our "Real Names" set to our company name, is because we want > our staff members names to remain anonymous in Correspondence to customers. > > I have no problem changing our "Real Names" to our individual names, and > that will fix part of the problem because we will then be able to see > internally which staff member has updated a ticket, however doing that will > then mean that when we send Correspondence to customers, they will see the > staff members Real Name in the FROM field (eg John Citizen via RT). > > So I believe as well as changing our "Real Names" to our actual real names, > I am also going to need to mofify the correspdance template, and some how > get it to strip out our Real Name in the FROM field, and replace it with our > company name. > > The problem I am having is I cannot find documentation on how I could do > this. > > If someone could please point me in the right direction that would be much > appreciated. > > -- > > Kind regards, > > Brad Hughes > > > >
