Re: [otrs] Signature per agent

12 May 2011


      Try adding this:

$Self->{'PreferencesGroups'}->{'Skype'} =  {
  'Active' => '1',
  'Block' => 'Input',
  'Column' => 'Other Settings',
  'Data' => '$Env{"UserSkype"}',
  'Key' => 'Skype',
  'Label' => 'Skype',
  'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
  'PrefKey' => 'UserSkype',
  'Prio' => '6000'
};

On 12.05.2011, at 15:46, Muhammad El-Sergani wrote:
...
Hi all,
I added the needed details, but can't find them on OTRS.
This is what I added to Kernel/Config.pm:
$Self->{PreferencesGroups}->{Mobile} = {
                Module  => 'Kernel::Output::HTML::PreferencesGeneric',
                Column  => 'Other Options',
                Label   => 'Mobile',
                Desc    => 'Mobile',
                Block   => 'Input',
                Data    => '$Env{"AgentMobile"}',
                PrefKey => 'AgentMobile',
                Prio    => 6001,
                Active   => 1,
        };
$Self->{PreferencesGroups}->{Skype} = {
                Module  => 'Kernel::Output::HTML::PreferencesGeneric',
                Column  => 'Other Options',
                Label   => 'Skype',
                Desc    => 'Skype',
                Block   => 'Input',
                Data    => '$Env{"AgentSkype"}',
                PrefKey => 'AgentSkype',
                Prio    => 6002,
                Active   => 1,
        };
$Self->{PreferencesGroups}->{IM} = {
                Module  => 'Kernel::Output::HTML::PreferencesGeneric',
                Column  => 'Other Options',
                Label   => 'IM',
                Desc    => 'IM',
                Block   => 'Input',
                Data    => '$Env{"AgentIM"}',
                PrefKey => 'AgentIM',
                Prio    => 6003,
                Active   => 1,
        };
I then did a restart for OTRS, but got nothing in the Agent editing interface.
Am I missing something?
Thanks and Best Regards,
Muhammad El-Sergani.
On Mon, May 9, 2011 at 11:51 PM, Muhammad El-Sergani  wrote:
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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http://webint.cryptonode.de / a Fractal project