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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Hi.
Auto Replies seldomly contain ticket#. So setting a couple of Postmasterfilters
to sort them to the Junk queue is not rocket science. You might wanna add some
of the header fields regularily used like “precedence”, “X-Mailer” etc.
Our system has about a dozen of those filters, so we got
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.
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,
Great news! :) But the tricky part will be to determine if the parent
ticket should also be marked as seen. No?
Because the counter is computed based on TicketFlag. Not ArticleFlag.
On Wed, Jul 3, 2013 at 12:51 PM, Michiel Beijen michiel.bei...@gmail.comwrote:
Sure, you can do that.
Use
As far as I know, if all articles are seen, the ticketflag will be also
'seen'.
So if we mark the autoreply as 'seen' and the first article was already
seen, you'd be fine.
On Wed, Jul 3, 2013 at 5:53 AM, Bogdan Iosif bogdan.io...@gmail.com wrote:
Great news! :) But the tricky part will be to
I think I don't need to do this development after all because a config
already exists for this functionality.
Browsing through code I found the configuration
Ticket::NewArticleIgnoreSystemSender that seems to take effect in
TicketNewMessageUpdate.pm. When set to YES, the code decides to mark
