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 <mserg...@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.bei...@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 <mserg...@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.beas...@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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