Zammad 5 mail template double signature


  • Used Zammad version: 5.0.1
  • Used Zammad installation type: package
  • Operating system: Debian 10.10
  • Browser + version: Firefox 93.0 Arch-Linux

Expected behavior:

  • Correct signature for agent/group in mail template

Actual behavior:

I have always specified the group directly in newly created mail templates.

A signature is defined in the group.

This worked great until version 4, each agent had the correct group and signature when using a mail template.

Now, however, after the upgrade to 5.x, the signatures are loaded twice, on the one hand with the name that created the template, and on the other hand with the name of the agent.

Steps to reproduce the behavior:

  • Create new template with predefined signature
  • Signature has #{user.firstname} #{user.lastname} in use
  • Agents now haf signature from creator and his own

Template create

Other agent load template

1 Like

Unfortunately, I can’t find a solution here.

Neither in the production log nor in the nginx log is any error listed.

Doesn’t anyone here have any ideas? :slight_smile:

Sorry that I have to ask here a little more often.

Only no one finds a mistake. Also in github is nothing dbzgl. to find.

Do you have any idea what this is?


hi @Anagastes , thanks for your support. I had this behaviour on a customer system yesterday. We will check this. I also created a issue for this.

I was unable to reproduce. @Anagastes can you post your defined templates?

Zammad run rails r 'pp Template.all'


I have now created the template especially for the test and it also triggers the error.

The placeholders are so also entered in Zammad. :wink:

I am irritated here that directly the name of the template creator is entered “Max Mustermann”, shouldn’t there be the variable which automatically replaces the name?

  id: 47,
  name: "test",
     "Hallo,<br><br>vielen Dank für Ihre Anfrage. Wir haben diese im System hinterlegt, die Ticketnummer ist im Betreff enthalten.<div><br></div><div>Bitte beziehen Sie sich bei Rückfragen zu diesem Vorgang immer auf diese Ticketnummer und antworten direkt auf diese E-Mail.<div></div></div><div><br></div><div>Wir werden Ihr Anliegen schnellstmöglichst bearbeiten.</div><div><br></div><br><br><div data-signature=\"true\" data-signature-id=\"1\"><div>TEST</div><div><br></div><div>---</div><div>Wir sind 365 Tage im Jahr persönlich für Sie da! Wir helfen Ihnen sehr gerne per E-Mail, Live-Chat oder Telefon. Mo. - Fr. 9-20 Uhr &amp; Sa., So. &amp; Feiertags 11-18 Uhr. Außerhalb dieser Zeiten schreiben Sie uns bitte eine E-Mail. Wir melden uns schnellstmöglich bei Ihnen zurück.</div><div><br></div><div>#Hilfe - Der Guide - Tipps für die Krise! Jetzt kostenlos downloaden! Mehr Infos unter: <a href=\"\" title=\"\" rel=\"nofollow noreferrer noopener\" target=\"_blank\"></a>\n" +
     "</div><div><br></div><div>Mit freundlichen Grüßen</div><div><br></div><div>Max Mustermann</div><div>Ihre Kundenbetreuung</div><div><br></div><div>P.S.: Ihre Zufriedenheit hat bei uns oberste Priorität. Sollten Sie mit unseren Leistungen oder unserem Kundenservice einmal nicht zufrieden sein, dann teilen Sie uns dies bitte mit, indem Sie uns eine E-Mail an senden. Wir sind gerne für Sie da!</div><div><br></div><div>--</div><div>- XXX GmbH, XXX 00, 00000 Musterstadt</div><div>- Tel 000000</div><div>- Fax 000000</div><div>- Internet <a href=\"\" title=\"\" rel=\"nofollow noreferrer noopener\" target=\"_blank\"></a>\n" +
     "</div><div>- E-Mail</div><div>- HRB xxx</div><div>- USt.-Id-Nr. xxx</div><div>- Steuernummer xxx</div><div>- Geschäftsführer Max Mustermann</div></div>",
  updated_by_id: 29,
  created_by_id: 29,
  created_at: Thu, 21 Oct 2021 00:44:11 CEST +02:00,
  updated_at: Thu, 21 Oct 2021 00:44:11 CEST +02:00>]

Variables are not replaces when they’re coming from templates but use the original value instead.

I don’t understand.

In the signature it says that

Mit freundlichen GrĂĽĂźen

#{user.firstname} #{user.lastname}
Ihre Kundenbetreuung

Yes, that is replaced (in the duplicate signature as described above). But instead I have a double signature where the name of the template creator appears.

This no longer works in the template?

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