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Bogdan Iosif

2 Apr 2013 2 Apr '13

8:28 a.m.

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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Gerald Young

2 Apr 2 Apr

1:47 p.m.

New subject: Can I supress hystorical recording of SendAgentNotification events?

There's a filter in sysconfig On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif 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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Bogdan Iosif

3:01 p.m.

New subject: Can I supress hystorical recording of SendAgentNotification events?

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/Notific... 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 wrote:

There's a filter in sysconfig

On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif 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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Gerald Young

3:04 p.m.

New subject: Can I supress hystorical recording of SendAgentNotification events?

The filter is for what shows, not what's recorded. On Tue, Apr 2, 2013 at 11:01 AM, Bogdan Iosif 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/Notific... 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 wrote:

...
There's a filter in sysconfig

On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif 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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Gerald Young

3:05 p.m.

New subject: Can I supress hystorical recording of SendAgentNotification events?

Sorry, you are looking at history. I though you were looking at the normal Ticket Zoom list. History is history. But obviously, if you don't want that history recorded, you can remove that log from the code. On Tue, Apr 2, 2013 at 11:04 AM, Gerald Young wrote:

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

On Tue, Apr 2, 2013 at 11:01 AM, Bogdan Iosif 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/Notific... 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 wrote:

...
There's a filter in sysconfig

On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif 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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Bogdan Iosif

3:12 p.m.

New subject: Can I supress hystorical recording of SendAgentNotification events?

Hmm, a filter for what shows would be good enough. I don't really care what's recorded. I'm on v3.1 and heard about some history filtering capabilities for v3.2 so maybe that's why I wasn't able to find this feature? On Tue, Apr 2, 2013 at 6:05 PM, Gerald Young wrote:

Sorry, you are looking at history. I though you were looking at the normal Ticket Zoom list. History is history. But obviously, if you don't want that history recorded, you can remove that log from the code.

On Tue, Apr 2, 2013 at 11:04 AM, Gerald Young wrote:

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

On Tue, Apr 2, 2013 at 11:01 AM, Bogdan Iosif 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/Notific... 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 wrote:

...
There's a filter in sysconfig

On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif 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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