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Agent Signature based on ticket channel

Answered
image avatar

Dominic

Posted Oct 10, 2018

Hi Community,
 
I’m trying to set an agent signature based on the channel that the ticket came from.
 
I know that there’s no way to check for channels with Liquid Markup, but I was hoping there would be a way to look if certain ticket fields are filled in. I would set these ticket fields via triggers beforehand.
 
This is the code I tried to use without any luck:
 
{% case ticket.ticket_field_option_title_ 360009740214 %}
{% when 'dmeme' %}
{{agent.signature}}
{% when 'dcoco' %}
{% else %}
{% endcase %}
 
I also tried looking for tags but had no luck with that either.
 
Is it that the Liquid Markup cannot look for ticket data in the agent signature?
 
Looking forward to hearing from you,
Dominic

0

33

33 comments

Date
    image avatar

    Caitlin

    Thanks Andrey, 

     

    I was running into an error with the following, I'm trying to create it so that no signature happens when an SMS gets sent to the end user but that whenever an email is sent the agent signature gets sent out. 

     

    Can you take a look at the following and tell me where I am going wrong? I'd really appreciate it. 

     

    <br>

    {% if ticket.via == "SMS" %} no signature {% else %} SIGNATURE {% endif %}

    {% if ticket.tags contains 'sms_signature' %} no signature {% else %} SIGNATURE {% endif %}

    {% else %}

    {% if ticket.via == "Mail" %} SIGNATURE {% else %} no signature {% endif %}

    <<span></span>

    <div></div>

    <p><img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'></p>

    <div>

    <div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>

    >

    {% endif %}

     

    I'm not as familiar with Liquid so any advice on how to fix it would be greatly appreciated. 

    0

    image avatar

    Caitlin

    Hey Andrey, 

     

    Would you be able to help with the error I've described above?

     

     

     

    Thanks, 

     

    Caitlin

    0

    image avatar

    Andrey Sarapulov

    Hi Catlin,

     

    Could it be something simpler?

     

    If a ticket was created via SMS or contains “sms_signature” tag then no signature.

    In ANY other case add a signature.

     

    Here is a possible syntax.

     

    You may need to place your signature HTML into a dynamic content and add it to the liquid syntax instead.

     

    {% if ticket.via == "SMS" or ticket.tags contains 'sms_signature' %}

    no signature

    {% else %}

    <br>

    <img src='https://i.ibb.co/NKSBW8V/Sinistar-full-Yellow-Black.png' width='200' height='50' alt='Sinistar logo'>

    <div dir="ltr" align="left"><strong>{{current_user.name}}<span style='color:grey;font-size:55px;'><strong></strong></div>

    {% endif %}

    0

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