How to set up a support mailing address

A common question is how to set up a ``support'' mailing address (sometimes also called a ``generic'' or ``non-personal'' address) for a department or class. What is often desired is that:

• mail sent to the support address will be sent to a prearranged individual user's account;

• that mail will be automatically saved to a separate folder, distinct from the user's `personal' mail;

• the individual will be able to reply to the mail and the replies will appear to come from the support address (possibly with a different signature than the user's own `personal' signature.)

In short, for e-mail purposes, the user will appear to have a second e-mail address without actually having a second account.

This is not hard to set up, assuming you're careful.

To be specific, we'll assume that the individual's real account is named joe. We'll assume the support address is generic.dept@unh.edu. And we'll assume the mailer in use is Pine, and that the editor you prefer for editing files is Pico. Substitute appropriately for your own case.

Here's what to do:

1. Using your web browser, go to http://aliases.unh.edu/Requests/app-support-form.html requesting that the generic.dept@unh.edu alias be created to point to joe@hopper.unh.edu. Describe the reason for the alias and any other information that would be useful.

2. Give the command

    	% pico .procmailrc
   

   And put the following lines therein:

    	MAILDIR=$HOME/mail
   
    	:0:
    	* ^TOgeneric.dept
    	IN.generic
   

   Save the file and exit from the editor.

This should be sufficient to get mail sent to generic.dept@unh.edu automatically saved in the IN.generic folder in joe's mail directory. It will show up with the other folders in that directory (typically sent-mail and saved-messages files).

The following step describes some things you can do to make this even nicer. Everything in this step is optional, and you can do it any time.

4. Make a copy of your .pinerc file to use when you are reading and responding to your support mail:

    	% cp .pinerc support.pinerc
    	% pine -p support.pinerc
   	

   At the main menu screen, type `s' (setup) and `c' (config). Follow Pine's rules to add/change values to get the effects you prefer. Some things you can do:
   • Change the personal-name line to something else:

      	    personal-name = The UNH Generic Department
     

   • IN.generic can be treated as your INBOX

      	    inbox-path             = mail/IN.generic
     	    

   • Mail you send can be fcc'd to a different folder:

      	    default-fcc            = generic-sent-mail
     	    

   • Mail you've read can be saved to a different folder:

      	    read-message-folder    = generic-saved-messages
     	    

   • You can specify an alternate signature block file:

      	    signature-file         = generic.signature
     	    

     (You'll want to use pico to create this file later, so remember the name.)
   • Specify a different addressbook:

      	    address-book           = generic.addresses
     	    

   • You can make sure that mail you send to someone will appear to be from your support address, and that replies go to that address:

      	    customized-hdrs = From: The UNH Generic Department <generic.dept@unh.edu>
     			      Reply-To: generic.dept@unh.edu
     	    

   Neat, yes? When you exit from the configuration screen, whatever changes you make are saved in the file support.pinerc. Then you can use

    	% pine
   	

   as normal to read, respond to, and send your `personal' mail, and

    	% pine -p support.pinerc
       

   to read, respond to, and send mail via the support address. If you'd rather not type all that, make an alias in your source.in file (creating a source.in file if necessary):

    	% pico source.in
   	

   Add the following line therein:

    	alias spine pine -p support.pinerc
   	

   Then (the next time you log in) you should be able to use:

   	% spine
   	

   to read and respond to your support mail.

Last modified: 2005-08-05 10:07 EDT