[rt-users] different signature depending on queue

Kevin Falcone falcone at bestpractical.com
Thu Sep 27 11:40:46 EDT 2012


On Wed, Sep 26, 2012 at 03:46:49PM +0200, inbel1 at telenet.be wrote:
> >>    We have different queues over here in RT4.
> >>    Every department used to have one or more queues.
> >>    If a ticket did need some action/response from a colleague from another department, the ticket
> >>    was transferred to that queue.
> >> 
> >>    But now we have some 'hybrid' queues with tickets that must be handled by people from
> >>    different departments together.
> >>    And their signature should be mentioning something else than the signature that is put in if
> >>    they respond to tickets in their 'native' queue.
> >> 
> >>    So how can I make the signature queue dependent per user?
> 
> >Most people implement this in queue specific templates, depending on
> >how much customization is needed per user (you can pair templates and
> >user custom fields to achieve most things).
> 
> >There is no built-in per-queue signature functionality.

> I have tested some stuff and I have created a new template.
> I have included the signature (mix of variables and plain text) after { $Transaction->Content() }
> It works, but the 'signature' gets (ofcourse) included at the bottom of the mail which is not good if you have a tickets with multiple comments in it.

If it was a regular signature, RT would include it at the bottom of
the email too (it would go after all the quoted text).  I'm not sure
how that's different from being at the bottom of the Template.

If you want a custom signature to go at the top of the quote text when
you reply, you'd need to use a callback to do this in the web ui.

-kevin
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