Cannot Answer Tickets

[hliguori]

Hi friend,

i am trying to insert a field on agent signature, but, for this reason i need to insert this field where i create the agents, right?

i tryed to insert this code above on a file in /opt/otrs/Kernel/Config/Files

<?xml version="1.0" encoding="utf-8" ?>
<otrs_config version="1.0" init="Framework">
<ConfigItem Name="PreferencesGroups###PersonalPhoneNumber" Required="0" Valid="0">
<Description Translatable="1">Defines the config parameters of this item, to be shown in the preferences view.</Description>
<Group>Framework</Group>
<SubGroup>Frontend::Agent::Preferences</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::PreferencesGeneric</Item>
<Item Key="Column">Other Settings</Item>
<Item Key="Label" Translatable="1">Telefone</Item>
<Item Key="Key" Translatable="1">Telefone</Item>
<Item Key="Block">Input</Item>
<Item Key="Data">$Env{"UserPhoneNumber"}</Item>
<Item Key="PrefKey">UserPhoneNumber</Item>
<Item Key="Prio">7000</Item>
<Item Key="Active">1</Item>
</Hash>
</Setting>
</ConfigItem>
</otrs_config>

This code insert a field where i create the agents but i cannot recover the <OTRS_Agent_UserPhoneNumber> on the signature. Can someone help me to solve this?

Thanks a lot!

[hliguori]

Now i get the phone number on the same way, but, cannot get the agent email...

what is the way to get agent e-mail on signature?

[jojo]

as OTRS is used for communication you should not write users email address to the signature but use the one from the queue