Re: [rt-users] override mail adress for forwarding

[Parish, Brent]

Hope I understood your question correctly!

Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT
One queue wants their outbound RT email to come from the Queue, e.g.  Helpdesk 
Via RT

To do that, I copied lib/RT/Action/SendEmail.pm to  local/lib/RT/Action and 
added a line:

Look for the GetFriendlyName subroutine, around line 948.
Scroll down a few lines down to the "Unless" section:
    unless ( $friendly_name ) {
        $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

And add a line like this:
        $friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');

(changing 'Helpdesk' to the name of your queue).

So in the end it would look like this:

    unless ( $friendly_name ) {
        $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;
        $friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');
        if ( $friendly_name =~ /^"(.*)"$/ ) {    # a quoted string
            $friendly_name = $1;
        }
    }

Bear in mind that you will need to manually merge changes with new versions of 
RT!
(do a diff to see if there are any changes in new versions with the 
SendEmail.pm file)

Hope it helps,
Brent



-----Original Message-----
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
frankfurter
Sent: Thursday, February 11, 2016 8:19 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] override mail adress for forwarding

Hi!

i'm trying to find a way to forward tickets from one of our queues with the 
queues mailaddress, NOT the users address. 
the problem is we need this only for one queue, for all other queues we need 
Set($ForwardFromUser, 1); in RT_SiteConfig. 

is there a way to override the users address in a template or scrib ? 

thanks in advance

David





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