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" <[email protected]> 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
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