dependencies for the signatures

[EXN]

Hi Guys,

We are using the OTRS 3.3.9 as our support ticket system.

Everything is working fine. But we would like to determine the signature more granular.
Currently the only condition to determine the signatur is the Queue. So if the ticket is assgined to Queue a it gets the signature for Queue a. If a ticket is assigned to Queue b it gets the signature for Queue b. That is working fine. But now we got another requirement to do this more specifically.
So my question is would it be possible to use more values like custom values or the typ of a ticket to determine the signature.
For example:
Ticket one is in Queue A and got a custome value x, another Ticket is in Queue A as well, but it has a different customer value y.
So we want a different signature for the second ticket. So we need to determine the signature based a custom value.
Does anybody have an idea how to implement it ?


I would be grateful for every answer.

Thanks in advance,
Michael

[crythias]

No, but you can use <OTRS_> markup

[EXN]

Thanks for your answer.
Can you please explain <OTRS_> markup a little bit?

[RStraub]

Well, before sending out an Email, OTRS replaces those tags with the describing values. See them as variables or placeholders.

e.g. <OTRS_CUSTOMER_FROM> will be replaced with the email address of the customer who send this (incoming) email,
or: <OTRS_TICKET_TicketID> will be replaced with the ticketID of the ticket that triggered this event/notification.

[EXN]

Of course I know this.
But how it is related to my signature issue.
I do not understand it. I think it is something different.

[crythias]

Could you kindly provide examples of what should be changing in a signature?

[EXN]

It should be a completely different signature for different countries.
We got a field country for every ticket.
So if ticket A is in Germany and ticket b is in Austria the ticket in Austria should get different signature than the ticket in Austria.

[reneeb]

That needs development. You could change the TemplateGenerator module...

[crythias]

Location based queues could be an option.