Can an EventModule be used to auto mark system articles as read?

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Bogdan Iosif

3 Jul 2013 3 Jul '13

9:12 a.m.

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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Michiel Beijen

3 Jul 3 Jul

9:18 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

Daniel Obee

9:44 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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 rid of most of them. Greets Daniel Von: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] Im Auftrag von Michiel Beijen Gesendet: Mittwoch, 3. Juli 2013 11:18 An: Development community of OTRS Betreff: Re: [dev] Can an EventModule be used to auto mark system articles as read? 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 mailto: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 _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

Bogdan Iosif

9:46 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Michiel Beijen

9:51 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Bogdan Iosif

9:53 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Michiel Beijen

10:30 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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 wrote:

...

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 < 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 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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Bogdan Iosif

10:59 a.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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 tickets as seen while ignoring any unseen system articles. Do you know about this config? I still need to test it works but following the code sure seems like it's doing what I want. Thanks. On Wed, Jul 3, 2013 at 1:30 PM, Michiel Beijen wrote:

...

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 wrote:

...
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 < 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 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

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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David Boyes

2:47 p.m.

New subject: Can an EventModule be used to auto mark system articles as read?

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 +1 for this. They’re administrative actions that need to be in the ticket history (if nothing else to CYA for response time SLA processing), but probably aren’t all that helpful to the agents in most cases. There is a point to be made about escalation articles and articles related to SLA violations, but I think that could be managed by a systemwide “don’t count system articles” switch (if you care about escalation, etc, you ought to be reading the system articles).

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Bogdan Iosif
Daniel Obee
David Boyes
Michiel Beijen