We have several queues for our departments (helpdesk, development, specialists, marketing with e-mail helpd...@company.com, developm...@company.com, etc.). Every queue has its own e-mail address. >From time to time we need to change From field in header of e-mail when sending e-mails from RT from helpd...@company.com to techsupp...@othercompany.com (both heading to same queue). Our business partners requires this in communication with customers along with change of signatures. These customers are usually communicating with directly every department (=queue) so it is necessary change identification per ticket.
We plan to archieve this by using Custom Fields this way: - if To or Cc in incoming message is techsupp...@othercompany.com (not helpd...@company.com as set in queue settings) set CF named Identity to techsupp...@othercompany.com using MailGate plugin - if ticket has CF named Identity set to techsupp...@othercompany.com, From field in outgoing mail header to techsupp...@othercompany.com Is it possible to archieve this by some easy way? Best regards, Pavel Šidlo ------------------------------------- LinuxBox.cz, s.r.o. 28. října 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: ser...@linuxbox.cz -------------------------------------
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