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 <msergani@gmail.com> 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 <michiel.beijen@gmail.com> 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
<OTRS_Agent_UserSkype> tag.

--
Mike

On Mon, May 9, 2011 at 9:16 PM, Muhammad El-Sergani <msergani@gmail.com> 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 <shawn.beasley@otrs.com>
> 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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