Sure, you can do that.
Use ArticleFlagSet, and let the Event module run on ArticleCreate events.
Let the module check for the correct article types first.
Then mark it as 'seen':
$Self->{TicketObject}->ArticleFlagSet(
ArticleID => $ArticleID,
Key => 'Seen',
Value => 1,
UserID => $UserID,
);
On Wed, Jul 3, 2013 at 11:46 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote:
> Thanks for the reply, good point about new users. I'm thinking it can be
> resolved by using a ~lazy job that corrects their situation.
>
> Regardless, can I mark those system articles as read through an
> EventModule?
>
> ------
>
> I don't have a very firm position on the best approach for system
> articles. In our situation, agents REALLY don't want to see them. For
> AgentTicketZoom this was, fortunately, resolved by enabling filters and
> then each agent filtered out those system articles. This calmed them down
> but now they have a new complaint. They feel misled by the
> tickets-with-unread-articles counter from the main toolbar. They don't want
> it to take under account tickets that only have unread system articles. The
> best solution would be to mark system articles as read as they are created.
>
> I don't think it's worth your effort to not store auto-replies as articles
> because they can can be filtered out in AgentTicketZoom. Value would be
> added - at least in my situation - if you can somehow introduce the option
> to disregard system articles for unread counts.
>
>
> On Wed, Jul 3, 2013 at 12:18 PM, Michiel Beijen
> <michiel.bei...@gmail.com>wrote:
>
>> Hi Bogdan,
>> The tricky thing with the read flags is that they are on a per user basis
>> - so the only possibility is to insert read flags for all users.
>> And if you add a user later on, he'll still see all system articles as
>> unread, for existing tickets.
>>
>> I understand the issue with the auto-replies marked as unread by default.
>> I think I even do not like per se the fact that auto-replies are stored
>> as articles; I think it would be good to have the possibility to directly
>> send the autoreplies, marking them of course in ticket history, but not
>> storing them as articles, what do you think?
>> --
>> Mike
>>
>>
>> On Wed, Jul 3, 2013 at 11:12 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote:
>>
>>> Hi list,
>>>
>>> Is it possible to write an EventModule that would automatically mark as
>>> read system articles (OTRS auto replies, etc.) when such articles are
>>> created?
>>>
>>> /bogdan
>>>
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>>
>>
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