Signature and From depended on queue

Hello,

Can user have different “Signature” and “Real Name” fields depended on
queue?
For example i have user with login ‘john’. This user are member of 2 queues
"Sales" and "Billing"
His “Real Name” and part of “Signature” set to “Company_name - Sales”

When he send reply to ticket from queue “Billing” customers will see not
Billing, the see Sales both in “From” field and signature.
I understand what i can make two users ‘john-sales’ and ‘john-billing’ and
set correct fields to this users, but this is not very useful because he
must login/logout every time when he need send reply from different queue.

Regards,
Konstantin N. Bezruchenko

Hello,

Can user have different “Signature” and “Real Name” fields depended on
queue?
For example i have user with login ‘john’. This user are member of 2 queues
"Sales" and "Billing"
His “Real Name” and part of “Signature” set to “Company_name - Sales”

When he send reply to ticket from queue “Billing” customers will see not
Billing, the see Sales both in “From” field and signature.
I understand what i can make two users ‘john-sales’ and ‘john-billing’ and
set correct fields to this users, but this is not very useful because he
must login/logout every time when he need send reply from different queue.

That would be pretty difficult. Somewhere there is code calling
methods such as $user->RealName. You would have to somehow get
RealName() to understand the context (queue) it was being called
in and have it return the right thing. I’m not sure if that is
even doable.

The other option is to find the method calls and replace them
with a new method that understands the context and does the
right thing. This should be doable but not much fun.

-Todd

You could write custom Correspond scrips for those queues. Build a
signature into the scrip, something like

{ $Ticket->LastUpdatedByObj->Name }
some place, inc. sales
blah blah blah

Look on the wiki. IIRC, there is a way to change the reply-to and
perhaps the from headers in a scrip.

Konstantin N. Bezruchenko wrote:

Hello,

Can user have different “Signature” and “Real Name” fields depended on
queue?
For example i have user with login ‘john’. This user are member of 2
queues “Sales” and "Billing"
His “Real Name” and part of “Signature” set to “Company_name - Sales”

When he send reply to ticket from queue “Billing” customers will see
not Billing, the see Sales both in “From” field and signature.
I understand what i can make two users ‘john-sales’ and 'john-billing’
and set correct fields to this users, but this is not very useful
because he must login/logout every time when he need send reply from
different queue.

Regards,
Konstantin N. Bezruchenko



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Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Gah. And I, of course, meant Templates.

Drew Barnes wrote:

You could write custom Correspond scrips for those queues. Build a
signature into the scrip, something like

{ $Ticket->LastUpdatedByObj->Name }
some place, inc. sales
blah blah blah

Look on the wiki. IIRC, there is a way to change the reply-to and
perhaps the from headers in a scrip.

Konstantin N. Bezruchenko wrote:

Hello,

Can user have different “Signature” and “Real Name” fields depended
on queue?
For example i have user with login ‘john’. This user are member of 2
queues “Sales” and "Billing"
His “Real Name” and part of “Signature” set to “Company_name - Sales”

When he send reply to ticket from queue “Billing” customers will see
not Billing, the see Sales both in “From” field and signature.
I understand what i can make two users ‘john-sales’ and
’john-billing’ and set correct fields to this users, but this is not
very useful because he must login/logout every time when he need send
reply from different queue.

Regards,
Konstantin N. Bezruchenko



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati