Discussion:
[otrs] Signature per agent
Muhammad El-Sergani
2011-05-08 15:10:54 UTC
Permalink
Dear list,

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

Thanks and Best Regards,
Muhammad El-Sergani.
Martin Edenhofer
2011-05-08 15:20:34 UTC
Permalink
Hi Muhammad,

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

Greetings,

-Martin

http://edenhofer.de/
Post by Muhammad El-Sergani
Dear list,
Is there anyway to define a signature per agent, and not just a shared signature?
Thanks and Best Regards,
Muhammad El-Sergani.
Muhammad El-Sergani
2011-05-08 15:29:19 UTC
Permalink
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.
Post by Martin Edenhofer
Hi Muhammad,
just shared signatures. But you can use place holders for agent attributes,
e. g. <OTRS_OWNER_UserFirstname> and any other attribute.
Greetings,
-Martin
http://edenhofer.de/
Post by Muhammad El-Sergani
Dear list,
Is there anyway to define a signature per agent, and not just a shared
signature?
Post by Muhammad El-Sergani
Thanks and Best Regards,
Muhammad El-Sergani.
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Martin Edenhofer
2011-05-08 17:09:17 UTC
Permalink
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 <OTRS_OWNER_UserPhone> and <OTRS_OWNER_UserMobile>.

Have fun! :)

-Martin

http://edenhofer.de/
Post by Muhammad El-Sergani
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.
Hi Muhammad,
just shared signatures. But you can use place holders for agent attributes, e. g. <OTRS_OWNER_UserFirstname> and any other attribute.
Greetings,
-Martin
http://edenhofer.de/
Post by Muhammad El-Sergani
Dear list,
Is there anyway to define a signature per agent, and not just a shared signature?
Thanks and Best Regards,
Muhammad El-Sergani.
Muhammad El-Sergani
2011-05-08 17:30:24 UTC
Permalink
Have fun! :)

I sure will! Thanks a lot!

Thanks and Best Regards,
Muhammad El-Sergani.
Post by Martin Edenhofer
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 <OTRS_OWNER_UserPhone>
and <OTRS_OWNER_UserMobile>.
Have fun! :)
-Martin
http://edenhofer.de/
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.
Post by Martin Edenhofer
Hi Muhammad,
just shared signatures. But you can use place holders for agent
attributes, e. g. <OTRS_OWNER_UserFirstname> and any other attribute.
Greetings,
-Martin
http://edenhofer.de/
Post by Muhammad El-Sergani
Dear list,
Is there anyway to define a signature per agent, and not just a shared
signature?
Post by Muhammad El-Sergani
Thanks and Best Regards,
Muhammad El-Sergani.
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Shawn Beasley
2011-05-09 06:20:25 UTC
Permalink
Hi Muhammad,
Post by Muhammad El-Sergani
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
Muhammad El-Sergani
2011-05-09 19:16:36 UTC
Permalink
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.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
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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Michiel Beijen
2011-05-09 20:44:39 UTC
Permalink
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
Post by Muhammad El-Sergani
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.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
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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Muhammad El-Sergani
2011-05-09 20:51:52 UTC
Permalink
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.
Post by Michiel Beijen
So, in this case, there's really no need for per-agent signatures; you
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Skype',
Desc => 'Skype',
Block => 'Input',
Data => '$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
Post by Muhammad El-Sergani
Hi Shawn,
Well, yeah, I completely agree with you.
We have OTRS installed in a NOC environment, network operations center.
And
Post by Muhammad El-Sergani
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
Post by Muhammad El-Sergani
support to solve technical issues etc...
Thanks and Best Regards,
Muhammad El-Sergani.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
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.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
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
Post by Muhammad El-Sergani
Post by Martin Edenhofer
of having individual signatures in an organization working in teams?
What
Post by Muhammad El-Sergani
Post by Martin Edenhofer
business case are you researching/implementing? Have you looked to
http://otrsteam.ideascale.com/ to add your feature request? This is a
good
Post by Muhammad El-Sergani
Post by Martin Edenhofer
start for sending us feedback about your use case and implementation
ideas.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
///shawn
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Muhammad El-Sergani
2011-05-12 13:46:29 UTC
Permalink
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.
Post by Muhammad El-Sergani
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.
Post by Michiel Beijen
So, in this case, there's really no need for per-agent signatures; you
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Skype',
Desc => 'Skype',
Block => 'Input',
Data => '$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
Post by Muhammad El-Sergani
Hi Shawn,
Well, yeah, I completely agree with you.
We have OTRS installed in a NOC environment, network operations center.
And
Post by Muhammad El-Sergani
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
Post by Muhammad El-Sergani
support to solve technical issues etc...
Thanks and Best Regards,
Muhammad El-Sergani.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
Is there anyway to define a signature per agent, and not just a
shared
Post by Muhammad El-Sergani
Post by Martin Edenhofer
Post by Muhammad El-Sergani
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.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
As OTRS is designed for working in teams, the philosophy of an
centrally
Post by Muhammad El-Sergani
Post by Martin Edenhofer
configured standard signature per queue is the de facto. What is the
purpose
Post by Muhammad El-Sergani
Post by Martin Edenhofer
of having individual signatures in an organization working in teams?
What
Post by Muhammad El-Sergani
Post by Martin Edenhofer
business case are you researching/implementing? Have you looked to
http://otrsteam.ideascale.com/ to add your feature request? This is a
good
Post by Muhammad El-Sergani
Post by Martin Edenhofer
start for sending us feedback about your use case and implementation
ideas.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
///shawn
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Nils Leideck
2011-05-12 22:29:52 UTC
Permalink
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'
};
Post by Muhammad El-Sergani
Hi all,
I added the needed details, but can't find them on OTRS.
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Mobile',
Desc => 'Mobile',
Block => 'Input',
Data => '$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.
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.
So, in this case, there's really no need for per-agent signatures; you
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Skype',
Desc => 'Skype',
Block => 'Input',
Data => '$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
Post by Muhammad El-Sergani
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.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
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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--
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http://webint.cryptonode.de / a Fractal project
Muhammad El-Sergani
2011-05-13 15:14:09 UTC
Permalink
Thanks Nils!!
Works perfectly.

Thanks and Best Regards,
Muhammad El-Sergani.
Post by Nils Leideck
$Self->{'PreferencesGroups'}->{'Skype'} = {
'Active' => '1',
'Block' => 'Input',
'Column' => 'Other Settings',
'Data' => '$Env{"UserSkype"}',
'Key' => 'Skype',
'Label' => 'Skype',
'Module' => 'Kernel::Output::HTML::PreferencesGeneric',
'PrefKey' => 'UserSkype',
'Prio' => '6000'
};
Hi all,
I added the needed details, but can't find them on OTRS.
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Mobile',
Desc => 'Mobile',
Block => 'Input',
Data => '$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.
Post by Muhammad El-Sergani
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.
Post by Michiel Beijen
So, in this case, there's really no need for per-agent signatures; you
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Skype',
Desc => 'Skype',
Block => 'Input',
Data => '$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
Post by Muhammad El-Sergani
Hi Shawn,
Well, yeah, I completely agree with you.
We have OTRS installed in a NOC environment, network operations center.
And
Post by Muhammad El-Sergani
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
Post by Muhammad El-Sergani
support to solve technical issues etc...
Thanks and Best Regards,
Muhammad El-Sergani.
Post by Martin Edenhofer
Hi Muhammad,
Post by Muhammad El-Sergani
Is there anyway to define a signature per agent, and not just a
shared
Post by Muhammad El-Sergani
Post by Martin Edenhofer
Post by Muhammad El-Sergani
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.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
As OTRS is designed for working in teams, the philosophy of an
centrally
Post by Muhammad El-Sergani
Post by Martin Edenhofer
configured standard signature per queue is the de facto. What is the
purpose
Post by Muhammad El-Sergani
Post by Martin Edenhofer
of having individual signatures in an organization working in teams?
What
Post by Muhammad El-Sergani
Post by Martin Edenhofer
business case are you researching/implementing? Have you looked to
http://otrsteam.ideascale.com/ to add your feature request? This is a
good
Post by Muhammad El-Sergani
Post by Martin Edenhofer
start for sending us feedback about your use case and implementation
ideas.
Post by Muhammad El-Sergani
Post by Martin Edenhofer
///shawn
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