Hide Auto Response Article

Moderator: crythias

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Xypher
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Hide Auto Response Article

Post by Xypher » 24 Aug 2012, 18:58

Hello,

Is there anyway to go about hiding the auto response / agent notification articles from tickets?

Xypher
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Re: Hide Auto Response Article

Post by Xypher » 24 Aug 2012, 19:31

Hmmm, maybe I found a way. Modify a theme that is forced as default by adding these two lines in one of the 'page complete' javascript'lets:

document.getElementById('Row2').hidden = true;
document.getElementById('Row3').hidden = true;


But there's got to be a better way...

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crythias
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Re: Hide Auto Response Article

Post by crythias » 24 Aug 2012, 20:22

You can turn on an option to not make articles from those:
Ticket -> Core::Ticket
TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the AutoResponse? It kind of clutters, occupies space, and is generated by machines." Set to Yes and System messages won't create articles, though human messages always will.

Or turn on the article filter option
viewtopic.php?f=62&t=11816#p50662
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Xypher
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Re: Hide Auto Response Article

Post by Xypher » 24 Aug 2012, 20:46

Excellent, thank you crythias!

bin
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Re: Hide Auto Response Article

Post by bin » 02 Sep 2012, 10:33

Hello

This looked like the answer to a prayer, but when enabled it does not make any difference
crythias wrote:You can turn on an option to not make articles from those:
Ticket -> Core::Ticket
TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the AutoResponse? It kind of clutters, occupies space, and is generated by machines." Set to Yes and System messages won't create articles, though human messages always will.

Or turn on the article filter option
viewtopic.php?f=62&t=11816#p50662
The Ticket View still shows system – email-external autoresponse to new ticket. I've double checked setting and restarted OTRS service - still there on new tickets.
The filter does work, just trying to cut down on unnecessary rubble.

Running 3.1.10 on Centos 6

Thanks

bin

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Re: Hide Auto Response Article

Post by jojo » 02 Sep 2012, 10:45

For this you need to enable the Filter in the Ticket Zoom via Sysconfig
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bin
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Re: Hide Auto Response Article

Post by bin » 03 Sep 2012, 10:16

Hi

Yes, this is already done - what I am trying to do is to get the system so that it does not record the autoresponse in the first place - which is what that setting is supposed to do:-

Ticket -> Core::Ticket
TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the AutoResponse? It kind of clutters, occupies space, and is generated by machines." Set to Yes and System messages won't create articles, though human messages always will.

This is set to Yes, but autoresponses are still being recorded

Thanks

bin

ruzzetto
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Re: Hide Auto Response Article

Post by ruzzetto » 25 May 2017, 15:00

Hi,
i need to do the same. In AgentTicketQueue external email are not displayed but they're still visible in ticket zoom. But i noticed a strange issue. If i lock a ticket replying to the customer in ticket queue external emails appear again.... :/

Pr0xiMUS
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Re: Hide Auto Response Article

Post by Pr0xiMUS » 30 Mar 2018, 14:51

Hi,

Does anyone has solution for not recording "system - email-external" type of articles (auto responses)?

BR
OTRS 5.0.15 on CentOS 7 with database MariaDB 5.5

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Re: Hide Auto Response Article

Post by reneeb » 30 Mar 2018, 14:56

That would need development. But why do you want to avoid those articles. That would mean a gap in the ticket history....
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