hello, there's one simple thing you could do :
in RT_SiteConfig.pm, change option UseFriendlyFromLine to 0 : Set($UseFriendlyFromLine, 0) so RT will send the email using the default queue's adress/name may it help Rapahël Brad Hughes <b...@staff.broadbandsolutions.com.au> Envoyé par : rt-users-boun...@lists.bestpractical.com 19/04/2011 01:30 A rt-users@lists.bestpractical.com cc Objet [rt-users] Creating a custom correspdonence template 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 # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caractère privé. S'ils ne vous sont pas destinés, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque manière que ce soit le contenu. Si ce message vous a été transmis par erreur, merci d'en informer l'expéditeur et de supprimer immédiatement de votre système informatique ce courriel ainsi que tous les documents qui y sont attachés." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." #