Re: [otrs] Signature per agent

9 May 2011

      Thanks all for the input, very much appreciated.

I'll let you know if I need any further assistance.

Thanks and Best Regards,
Muhammad El-Sergani.

On Mon, May 9, 2011 at 11:44 PM, Michiel Beijen wrote:
...
So, in this case, there's really no need for per-agent signatures; you
should do as Martin suggested:
Add a config option for Skype:
 $Self->{PreferencesGroups}->{Mobile} = {
       Module  => 'Kernel::Output::HTML::PreferencesGeneric',
       Column  => 'Other Options',
        Label   => 'Skype',
       Desc    => 'Skype',
       Block   => 'Input',
       Data    => '$Env{"UserSkype"}',
       PrefKey => 'UserSkype',
       Prio    => 6001,
       Active   => 1,
   };
This way the agent can maintain his Skype ID via the User Preferences,
and also you can add it to the signature using the
 tag.
--
Mike
On Mon, May 9, 2011 at 9:16 PM, Muhammad El-Sergani 
wrote:
...
Hi Shawn,
Well, yeah, I completely agree with you.
We have OTRS installed in a NOC environment, network operations center.
And
given the nature of our customers and suppliers, it is always needed to
provide agent numbers, skype contact and MSN ID's; this is all used for
live
support to solve technical issues etc...
Thanks and Best Regards,
Muhammad El-Sergani.
On Mon, May 9, 2011 at 9:20 AM, Shawn Beasley 
wrote:
...
Hi Muhammad,
On May 8, 2011, at 17:10 , Muhammad El-Sergani wrote:
...
Is there anyway to define a signature per agent, and not just a shared
signature?
Unfortunately no, because the signatures come from the queue. But, as
stated, if you use variables, you can get the agents name in the
signature.
...
As OTRS is designed for working in teams, the philosophy of an centrally
configured standard signature per queue is the de facto. What is the
purpose
of having individual signatures in an organization working in teams?
What
business case are you researching/implementing? Have you looked to
http://otrsteam.ideascale.com/ to add your feature request? This is a
good
start for sending us feedback about your use case and implementation
ideas.
///shawn
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