Issue with department signature

PeopleInside

Before update to the latest version my OsTicket was showing the option to reply with the signature of the department.
After the update now i see only the possibility to sign with my operator sign.
The sign is compiled for the department.
It's an issue of the new version or why i have the signature on the department, i set the preference in my profile to use department signature if available and in reply to a ticket the department signature are not available?

v1.14.2 (cba6035)
Apache
Versione MySQL 5.6.xx
Versione PHP 7.3.xx

PeopleInside

Any idea?

KevinTheJedi

@PeopleInside

I cannot replicate the same issue with v1.14.2. Try re-saving the Department Signature to see if it's just a random hiccup.

Cheers.

PeopleInside

KevinTheJedi thanks for the answer. Nothing is the same, i miss the department signature option in the ticket reply. tried to switch also to the English language but is the same. I edited the department signature and saved but nothing... in reply to ticket I see my signature to select.

On my profile i selected to use the deartoment signature if avaiable as default but when i come to a ticket is selected by default no signature.

PeopleInside

KevinTheJedi The issue is present if the department is private. Should I open a GitHub issue for see this fixed?

PeopleInside

Hi, any idea how to fix this and why with the update this issue is appeared?

KevinTheJedi

@KevinTheJedi

I don't think it's a bug, otherwise I'd be able to replicate the issue.

We only display the Agent Signature if this returns data $thisstaff->getSignature(). So, go in the database, go to the ost_staff table, find your account, and see if there is a signature record with data. If so, paste the content in a codeblock here so I can attempt to replicate.

Sorry, read this wrong...too early in the AM lol SO the issue is actually that your Department is Private. If you set the Department to Public it will allow you to append the signature.

Cheers.

PeopleInside

KevinTheJedi I tried to change the department from private to public and the signature in reply appear.
So the issue seems to be not the signature that is present. The issue is present if the department is private and happen onyl after the update.

I'm checking the database.
I confirm in the database but also in Os ticket profile and department the signature are present.

KevinTheJedi

@PeopleInside

Yea, sorry I read the post wrong. Read my edit ^

Yes, you can only append a Department Signature if the Department is Public.

Cheers.

PeopleInside

KevinTheJedi This is a change in the latest version?
What sense has this change?

In OsTicket i manage some ticket that arrive by email and that email arrive to a department who should not be public so reachable in my webticket. Was better before, why and what sense has not be able to attach department signature to a ticket that is in a private department? Private doesn't mean the department is disabled is used is just not visible in the web interface to users but the signature still be indispensable.

Can you please tell to me if there is a solution an edit I can made for put back in the previous situation? Can i report this as issue? It's an issue for me and this update has no sense for me.

KevinTheJedi

@PeopleInside

This has been a part of core osTicket since v1.7 (before my time):

https://github.com/osTicket/osTicket/blame/develop/include/class.dept.php#L392-L394

I could be entirely wrong, but I do believe that if you have a Private Department you don't want the signature to go out as it might contain a Private phone number, etc. that shouldn't reach the end-user.

Cheers.

PeopleInside

KevinTheJedi Umh I understtod. Maybe I'm confusing I remember before the update i can use department signature... maybe I'm confusing with other department I have. However this looks be problematic, admin should decide if allow or not a signature. Maybe i can fix this with custom code removing or editing that part of code.

I don't think i can made the department public and not have in the web interface.
Thanks for the help.

KevinTheJedi

@PeopleInside

Just remove the method call from the check (if(){} statement) in include/staff/ticket-view.tmpl.php.

Cheers.

PeopleInside

KevinTheJedi seems I'm not removing the right part. Im trying without succes page blank or nothing change.
Can you write the code i have to remove? Sorry :S Anyway was better can decide this with checkbox and not have to edit code always 😃

Found line 1069 include/staff/ticket-view.tmpl.php

if($dept && $dept->canAppendSignature())

Thanks

PeopleInside

KevinTheJedi This seems enable the signature on reply but checking outgoing email signature is not in the message. Any suggestion to how solve that?

So in OsTicket reply I see the department signature is checked but once i reply to the assigned ticket no signature is inserted in the reply email. I can see this from sent email.

KevinTheJedi

@PeopleInside

You'll have to remove the isPublic() check from the postReply() method:

https://github.com/osTicket/osTicket/blob/741122a614ce61f998aabf8982d3bcbd6e376aaa/include/class.ticket.php#L3352

Cheers.

PeopleInside

KevinTheJedi Works, thanks!