Re: [dev] Can an EventModule be used to auto mark system articles as read?

3 Jul 2013

      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 wrote:
...
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 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 
...
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 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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