The filter is for what shows, not what's recorded.

On Tue, Apr 2, 2013 at 11:01 AM, Bogdan Iosif <bogdan.iosif@gmail.com> wrote:

Hi,

Can you give a little more info? We may not be talking about the same thing.

I looked at Default.pm, Ticket.xml and Framework.xmll and wasn't able to find any reference to a history event filter.

Also, I think I managed to find the code actually dispatching the emails here https://github.com/OTRS/otrs/blob/rel-3_1/Kernel/System/Ticket/Event/NotificationEvent.pm#L736 At line 754 it just records the history event immediately after the email is dispatched without any conditions. The actual writing to the db is done here https://github.com/OTRS/otrs/blob/rel-3_1/Kernel/System/Ticket.pm#L5160 , again, without any conditions.

I would love for you to be right but the code seems to disagree.

/bogdan

On Tue, Apr 2, 2013 at 4:47 PM, Gerald Young <crythias@gmail.com> wrote:

There's a filter in sysconfig

On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif <bogdan.iosif@gmail.com> wrote:

Hi list,

Our agents decided to have informal email notifications dispatched to them - configured via Event Notifications - for many types of modifications performed upon a ticket. Since we have many agents and many daily modifications, teach ticket's history looks something like this:

- (some normal events occurring when the ticket is created)

- many...
- many...
- many...
- many...
- many...
- many...
- ... SendAgentNotification events, one for each agent for whom email was dispatched

- (a couple other normal events)

- many...
- many...
- many...
- many...
- many...
- many...
- ... SendAgentNotification events, one for each agent for whom email was dispatched
- (a couple other normal events)
- ....

As you can see, the history is ugly because of this multitude of useless (in our case) events.

Can the recording in history of SendAgentNotification events be supressed? Do you see a workaround?

Thanks,

Bogdan

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