Re: [rt-users] Helpdesk Support in all correspondance
Hi Joe. I think that'll be configured on the Queue as a 'Subject Tag' Nick -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY On 7 Feb 2013, at 01:25, joegrace13 jgr...@photodex.com wrote: When ever a ticket is replied to this phrase appears: --- On 2/6/13 6:02 PM, Helpdesk Support hel...@mycompany.com wrote: --- I want to change this (perhaps to the users name or email address) but I cannot for the life of me find what controls that wording. I can't find Helpdesk Support in any of the config files. Can somebody point me in the right direction? -Joe -- View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Helpdesk Support in all correspondance
On Wed, Feb 06, 2013 at 05:25:14PM -0800, joegrace13 wrote: When ever a ticket is replied to this phrase appears: --- On 2/6/13 6:02 PM, Helpdesk Support hel...@mycompany.com wrote: --- I want to change this (perhaps to the users name or email address) but I cannot for the life of me find what controls that wording. I can't find Helpdesk Support in any of the config files. Can somebody point me in the right direction? RT's default is to put the 'Actor's name in the From: when replying. So, if you get an Autoreply from our RT system, it would come in as the Queue's Description followed by the correspond address. From: Bugs in RT rt-bugs@ but if I reply to a ticket, the mail would come out as From: Kevin Falcone via RT rt-bugs@... Keep in mind, your mail client may have remembered that the first mail it ever saw came from Helpdesk Support, so check that this isn't a client issue rather than something RT is generating. Of course, it's possible to configure RT to always send the queue's description by changing templates, and folks do that. You're already doing something interesting because RT's default is to include that via RT. Go check your templates and your FriendlyFromLine settings. You may also want to clarify *where* you're seeing this header. -kevin pgpT6jSdjk2r3.pgp Description: PGP signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Helpdesk Support in all correspondance
On Thu, Feb 07, 2013 at 09:32:50AM +, Nick Fennell wrote: I think that'll be configured on the Queue as a 'Subject Tag' The Subject Tag controls [rt3 #12345], not the phrase of the email address. -kevin On 7 Feb 2013, at 01:25, joegrace13 [3]jgr...@photodex.com wrote: When ever a ticket is replied to this phrase appears: --- On 2/6/13 6:02 PM, Helpdesk Support [4]hel...@mycompany.com wrote: --- I want to change this (perhaps to the users name or email address) but I cannot for the life of me find what controls that wording. I can't find Helpdesk Support in any of the config files. Can somebody point me in the right direction? pgppq66yHgA9D.pgp Description: PGP signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Helpdesk Support in all correspondance
Keep in mind, your mail client may have remembered that the first mail it ever saw came from Helpdesk Support, so check that this isn't a client issue rather than something RT is generating. I believe that Exchange will do interesting things based on the data in active directory and replace the from with what's in there. It might be as simple as verifying if you have an account in AD which has hel...@company.com as an stmp address. Thanks, Jok -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Helpdesk Support in all correspondance
When ever a ticket is replied to this phrase appears: --- On 2/6/13 6:02 PM, Helpdesk Support hel...@mycompany.com wrote: --- I want to change this (perhaps to the users name or email address) but I cannot for the life of me find what controls that wording. I can't find Helpdesk Support in any of the config files. Can somebody point me in the right direction? -Joe -- View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
