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?

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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.beijen@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.iosif@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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