Problem with signature per queue

RT Users
1

Hello,

we have scrips per queue like < NotifyClient >
withTemplate XY*>> to set up a signature per queue

  • TemplateXY:
    RT-Attach-Message: Yes

{$Transaction->Content()}
Signature XY

now we have the problem that when a client replies by email he gets exactly
what he has written by this email back with the signature above - i.e. whe
sending “Test”:
"Test

Signature XY"

Is there any way to stop this and set up a signature per queue for replies
by an agent in RT?

Thanks,
Oliver

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-signature-per-queue-tp58368.html

2

Hello,

we have scrips per queue like < NotifyClient >
withTemplate XY*>> to set up a signature per queue

Is there any way to stop this and set up a signature per queue for replies
by an agent in RT?

Either have two scrips, On Correspond and On Correspond by staff, you
can base Staff on the code in RTIR that checks for membership in a
group.

Alternately, check for Privileged or Group Membership in your template

Untested - if ($Transaction->CreatorObj->Privileged) { $OUT .= "your
sig "}

-kevin

3

Thanks for the reply!

We´ve tried it with this template:

RT-Attach-Message: Yes

{ if ($Transaction->CreatorObj->Privileged) { $OUT .= “Signature XY”} }

It works that the signature is in answer clients get per email - but when
they reply to these mails they´ll receive an empty email/template back (I
think due to the conditions above). Is there something wrong in my template
above?

I found another reply form you here:

Is this the global template you are talking about in the other reply?

RT-Attach-Message: Yes

{$Transaction->Content()}

That´s what I tried before without success - I think we need something like
“On Correspond by staff” to avoid sending answers from clients back to them
automatically (happens by “OnCorresond”) but don´t have RTIR. Is there any
other solutions for sending out signatures per queue?

Oliver

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-signature-per-queue-tp58368p58382.html

4

It sounds like you might need to check that your NotifyActor config setting
is false.On 23/08/2014 1:57 am, “opolke” op@bumg.de wrote:

Thanks for the reply!

We´ve tried it with this template:

Subject: Your request: {$Ticket->Subject}
RT-Attach-Message: Yes

{ if ($Transaction->CreatorObj->Privileged) { $OUT .= “Signature XY”} }

It works that the signature is in answer clients get per email - but when
they reply to these mails they´ll receive an empty email/template back (I
think due to the conditions above). Is there something wrong in my template
above?

I found another reply form you here:
Carbon60: Managed Cloud Services

Is this the global template you are talking about in the other reply?

RT-Attach-Message: Yes

{$Transaction->Content()}

That´s what I tried before without success - I think we need something like
“On Correspond by staff” to avoid sending answers from clients back to them
automatically (happens by “OnCorresond”) but don´t have RTIR. Is there any
other solutions for sending out signatures per queue?

Oliver

–
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