signature not showing

skatermike21988

Hello,

first off I'd like to say hello to everyone.

Ok now that's out of the way, here's my problem.

I installed osticket fine, and I have signatures set both for the department and my staff area. and when I click to append my signature it doesn't put it in there. Any ideas why?

Corey

Which version of osTicket are you using?

skatermike21988

I am using v1.6 RC3

skatermike21988

**bump** any suggestions?

Corey

Sorry for the delay. Have you upgraded to RC4 and is this still an issue?

MDS

well yes i have the same error, and i have upgraded it to RC4, nothing changes, signatures still not showing

SebM

Hello guys,

are you sure that the signature won`t be send ?

Because I tested it and recognized that the signature will be send in the mail but its not shown in the Ticket Discussion.

Does anyone of you know how to add the signature to the discussion ?

MDS

Yes

Yes you're right; signature is not showing only in Ticket.

Have you founded out how to fix it? Or anyone have?

nyfael

Add Signature to Ticket Replies

It looks like many people were having trouble. It's a simple fix:

Open /include/class.ticket.php

Go to line 574 or so, you're looking for

$sql= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET created=NOW() '.

',ticket_id='.db_input($this->getId()).

',msg_id='.db_input($msgid).

',response='.db_input(Format:($response)).

',staff_id='.db_input($thisuser->getId()).

',staff_name='.db_input($thisuser->getName()).

',ip_address='.db_input($thisuser->getIP());

Which should appear after the "function PostResponse".

Right before that line, 574 or so, insert this:

$dept=$this->getDept();

//Figure out the signature to use...if any.

switch(strtolower($signature)):

case 'mine';

$signature=$thisuser->getSignature();

break;

case 'dept':

$signature=$dept->isPublic()?$dept->getSignature():''; //make sure it is public

break;

case 'none';

default:

$signature='';

break;

endswitch;

if($signature != 'none') $response .= "\n\n" . $signature;

Scroll down a little bit and you are going to see the same pieces of code, just later in the function. They should be removed.

$dept=$this->getDept();

Will be by itself, remove it.

//Figure out the signature to use...if any.

switch(strtolower($signature)):

case 'mine';

$signature=$thisuser->getSignature();

break;

case 'dept':

$signature=$dept->isPublic()?$dept->getSignature():''; //make sure it is public

break;

case 'none';

default:

$signature='';

break;

endswitch;

Also needs to be removed. The other part I added in.

Sorry if this is a confusing post... essentially moving some things around in the function and adding one line of code.

In the end, this is what my function looked like:

Starting line 568

function postResponse($msgid,$response,$signature='none',$attachment=false,$canalert=true){

global $thisuser,$cfg;

if(!$thisuser || !$thisuser->getId() || !$thisuser->isStaff()) //just incase

return 0;

$dept=$this->getDept();

//Figure out the signature to use...if any.

switch(strtolower($signature)):

case 'mine';

$signature=$thisuser->getSignature();

break;

case 'dept':

$signature=$dept->isPublic()?$dept->getSignature():''; //make sure it is public

break;

case 'none';

default:

$signature='';

break;

endswitch;

if($signature != 'none') $response .= "\n\n" . $signature;

$sql= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET created=NOW() '.

',ticket_id='.db_input($this->getId()).

',msg_id='.db_input($msgid).

',response='.db_input(Format:($response)).

',staff_id='.db_input($thisuser->getId()).

',staff_name='.db_input($thisuser->getName()).

',ip_address='.db_input($thisuser->getIP());

$resp_id=0;

//echo $sql;

if(db_query($sql) && ($resp_id=db_insert_id())):

if(!$canalert) //No alert/response

return $resp_id;

//Send Response to client...based on the template...

//TODO: check department level templates...if set.

$sql='SELECT ticket_reply_subj,ticket_reply_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($cfg->getDefaultTemplateId());

$resp=db_query($sql);

if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

$subj = str_replace("%ticket", $this->getExtId(),$subj);

$subj = str_replace("%subject", $this->getSubject(),$subj);

$body = str_replace("%ticket", $this->getExtId(),$body);

$body = str_replace("%name", $this->getName(),$body);

$body = str_replace("%email", $this->getEmail(),$body);

$body = str_replace("%url", $cfg->getBaseUrl(),$body);

$body = str_replace("%message",$response,$body);

$body = str_replace("%signature",$signature,$body);

//Email attachment when attached AND if emailed.

if(($attachment && is_file($attachment)) && $cfg->emailAttachments()) {

$semi_rand = md5(time());

$mime_boundary = "==Multipart_Boundary_x{$semi_rand}x";

$headers="MIME-Version: 1.0\n" .

"Content-Type: multipart/mixed;\n" .

" boundary=\"{$mime_boundary}\"";

$body = "This is a multi-part message in MIME format.\n\n" .

"--{$mime_boundary}\n" .

"Content-Type: text/plain; charset=\"iso-8859-1\"\n" .

"Content-Transfer-Encoding: 7bit\n\n".

$body . "\n\n";

$body.= "--{$mime_boundary}\n" .

"Content-Type: " . $attachment . ";\n" .

" name=\"" . $attachment . "\"\n" .

"Content-Disposition: attachment;\n" .

" filename=\"" . $attachment . "\"\n" .

"Content-Transfer-Encoding: base64\n\n" .

chunk_split(base64_encode(file_get_contents($attachment))). "\n\n" .

"--{$mime_boundary}--\n";

}

$email=$from=$fromNamenull;

if(($email=$dept->getEmail())) { //Dept email if set!

$from=$email->getEmail();

$fromName=$email->getName();

//Reply separator tag.

if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))

$body ="\n$tag\n\n".$body;

}else{//No emails means it is a noreply...

$from=$cfg->getNoReplyEmail();

}

Misc:($this->getEmail(),$subj,$body,$from,$fromName,$headers);

}else{

//We have a big problem...alert admin...

$msg='Problems fetching response template for ticket#'.$this->getId().' Possible config error';

Misc:('System Error',$msg);

}

return $resp_id;

endif;

return 0;

}

Ending line 667

Again, I apologize about the confusion.

-Kerry

P.S. Anyone know what's happening with the development? There was talk of osTicket 2.0, etc. Nothing's been updated for over a year.

tl098711

Is this still a problem in v1.6 RC5?

Hi all,

I, too have set up osTicket v1.6 RC5, created individual signatures, but they don't work. Do I have to implement nyfael's fix or is there another way to enable this in 1.6 rc5?

Thanks,

Toby

Kelli

Signatures are appended to emails, but not added to the ticket thread. This isn't so much an error as a design decision, because a repeated signature in a long ticket thread adds a lot of useless, repetative clutter, since the information is there, available to the user, anyway (whereas it wouldn't be if they were just reading an email).

This will be handled differently in the next version of osticket (we haven't set a release date yet), with the staff/department signature information tucked neatly out of the way when viewing the ticket thread, yet still easily accessible from within any staff reply.