On Thu, Oct 04, 2012 at 01:53:31PM -0700, Shane Archer wrote: > Hi, > > I am using RT to pick up website-generated support tickets as well as > incoming emails from the outside world. We are using Amazon SES as a SMTP > provider, and they restrict the "From" header to our own domain, so we are > unable to masquerade the emails as the actual users, and must use the > Reply-to header to store their actual email. > > So for example, a generated email might look like: > > To: [email protected] > From: "User Name <[email protected]>" > Reply-to: [email protected] > > In the default configuration it seems that RT reads these tickets as each > requestor being at "[email protected]". > > Is there a way to make it take the Reply-to address as the requestor rather > than the From address, if and only if it exists? > > If there is no easy configuration option for this, where might I look in > the code to modify this? > > > Thanks, > > Shane
Hi Shane, You can use a scrip to process the Reply-to: header and update the requestor information as needed. Take a look at the wiki for some example codes. Regards, Ken -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
