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How to not save notifications in the ticket history?

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Daniel Santos

12 Apr 2013 12 Apr '13

12:25 p.m.

Hi, Is there any way to set OTRS to not save all the notifications sent in the ticket? Ex:. - A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client. In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket. Thanks in advance. *Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600

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Gerald Young

12 Apr 12 Apr

1:09 p.m.

In my opinion, it's not a good idea to send a client notification about a note. That's what a Response is for. On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos < daniel.santos@etice.ce.gov.br> wrote:

Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600

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Daniel Santos

1:17 p.m.

But the "Response" as well, get duplicated in the ticket (The Response + The email sent). *Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600 On 04/12/2013 10:09 AM, Gerald Young wrote:

In my opinion, it's not a good idea to send a client notification about a note. That's what a Response is for.

On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos mailto:daniel.santos@etice.ce.gov.br> wrote:

Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos* daniel.santos@etice.ce.gov.br mailto:daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br http://www.etice.ce.gov.br +55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600

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Gerald Young

1:23 p.m.

I never had that happen to me. The response = the email sent. On Fri, Apr 12, 2013 at 9:17 AM, Daniel Santos < daniel.santos@etice.ce.gov.br> wrote:

But the "Response" as well, get duplicated in the ticket (The Response + The email sent).

*Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600 On 04/12/2013 10:09 AM, Gerald Young wrote:

In my opinion, it's not a good idea to send a client notification about a note. That's what a Response is for.

On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos < daniel.santos@etice.ce.gov.br> wrote:

...
Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600 <%2B55%20%2885%29%203101.6600>

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Daniel Santos

1:34 p.m.

That's weird... I'll redo my setup and check that again. Thanks for the advices. *Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600 On 04/12/2013 10:23 AM, Gerald Young wrote:

I never had that happen to me. The response = the email sent.

On Fri, Apr 12, 2013 at 9:17 AM, Daniel Santos mailto:daniel.santos@etice.ce.gov.br> wrote:

But the "Response" as well, get duplicated in the ticket (The Response + The email sent).

*Daniel Santos* daniel.santos@etice.ce.gov.br mailto:daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br http://www.etice.ce.gov.br +55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600 On 04/12/2013 10:09 AM, Gerald Young wrote:

...
In my opinion, it's not a good idea to send a client notification about a note. That's what a Response is for.

On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos mailto:daniel.santos@etice.ce.gov.br> wrote:

Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos* daniel.santos@etice.ce.gov.br mailto:daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br http://www.etice.ce.gov.br +55 (85) 3101.6600 tel:%2B55%20%2885%29%203101.6600

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Jens Bothe

3:22 p.m.

Hi, it is not possible without changing code. The history is intented to show "everything" happening on a ticket. So it contains some duplicated info. But it is also needed for reporting purposes Cheers Jens 2013/4/12 Daniel Santos

Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

*Daniel Santos* daniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600

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Daniel Santos
Gerald Young
Jens Bothe