Hi Muhammad, you easily can do this by just creating new agent preferences in Kernel/Config.pm [...] $Self->{PreferencesGroups}->{Phone} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Column => 'Other Options', Label => 'Phone', Desc => 'Phone', Block => 'Input', Data => '$Env{"UserPhone"}', PrefKey => 'UserPhone', Prio => 6000, Active => 1, }; $Self->{PreferencesGroups}->{Mobile} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Column => 'Other Options', Label => 'Mobile', Desc => 'Mobile', Block => 'Input', Data => '$Env{"UserMobile"}', PrefKey => 'UserMobile', Prio => 6001, Active => 1, }; [...] Then you can access it in this case via and . Have fun! :) -Martin http://edenhofer.de/ On 08.05.2011, at 17:29, Muhammad El-Sergani wrote:

Thanks Martin,

Well, yeah, that's what I'm doing actually.

But, I needed to add more attributes, and I'm not sure if it'll go correctly, or just wrong. Like adding the cell no., IM details etc... In our line of work, these are important details.

If you can help, that'd be highly appreciated!

Thanks and Best Regards, Muhammad El-Sergani.

On Sun, May 8, 2011 at 6:20 PM, Martin Edenhofer wrote: Hi Muhammad,

just shared signatures. But you can use place holders for agent attributes, e. g. and any other attribute.

Greetings,

-Martin

http://edenhofer.de/

On 08.05.2011, at 17:10, Muhammad El-Sergani wrote:

...

Dear list,

Is there anyway to define a signature per agent, and not just a shared signature?

Thanks and Best Regards, Muhammad El-Sergani.

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.

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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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Thanks Nils!! Works perfectly. Thanks and Best Regards, Muhammad El-Sergani. On Fri, May 13, 2011 at 1:29 AM, Nils Leideck wrote:

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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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-- Nils Leideck http://webint.cryptonode.de / a Fractal project

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