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Signature not automatically added to emails

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Posted on by TedW

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HI,

I am seeing a problem for the last week or so that is driving me crazy.

When members of our Technical Support department try to reply to an email in a case, what should happen is that the email 'From' field populates as the 'Technical Support' queue and the individuals signature is automatically added to the reply.

What has been happening (and we first noticed this in December) is when the team member hits the + then Email, the email opens, the From field has the correct queue but the signature does not appear in the email. If the user refreshes, the signature sometimes appears, but the From field changes to the users name instead of the queue.

I have been in touch with Microsoft about the issue and they tell me that it is related to the code which has been built by a team of developers that we employ, so Microsoft cant fix it, unfortunately the developer that I am in contact with is not sure whats causing it but thinks its related to Javascript, but I am not sure myself.

Has anyone ever come across this issue before and if so was there a workaround?

Thanks a lot

Ted

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eromerof 102 on at

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Signature not automatically added to emails

Hello Ted,

I have a solution I'm sure that it's late for you but for another people will be useful. You must apply the fireonchange function on the onload function. This is because the signature was applied when you change the from field in the Microsoft javascript code. If you apply this function, the signature will be inserted.

Best regards
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a33ik 84,329 Most Valuable Professional on at

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RE: Signature not automatically added to emails

Ted,

I'm sorry but to fix the "development" issue you need the developer and it's better to ask the same development team to do it because that would decrease the onboarding time. If it's not possible for some reason - either hire the dev or post the code here for the investigation.