Remove system messages from ticket thread view

[mcqueen]

Hi,

I need help on removing system messages from the ticket thread view.
I created a notification event that updates the customer each there is an update on the ticket, but every time otrs sends notification, that notification will also be logged on the history view of the ticket.

Here's the example

|--> 1. customer (webrequest) ASFDGSFHSAS: system down (test)
05/10/2010 19:11
|--> 2. system (email-notification-ext) OTRS System ASDFGSAFSDAF: Queue: "SA-Smartbro" Ticket Update n[..]
05/10/2010 19:20
|--> 3. system (email-notification-ext) OTRS System ASDFSGFADSDFSG: Queue: "SA-Smartbro" Ticket Update n[..]
05/10/2010 19:22
|--> 4. system (email-notification-ext) OTRS System ASDFSGSADFS: Queue: "SA-Smartbro" Ticket Update n[..]
05/19/2010 11:00
|--> 5. agent (note-external) ASDFSGFDAFS: Moved: Ticket# 2010051010000014 from[..]


I want to know how to remove items 2, 3, and 4 (system messages) from the thread view without disabling the notification event.

[jojo]

Thats not possible. But you can activate an article Filter via SysConfig in TicketZoom, which allows you to show only wanted article types to the agent

[mcqueen]

Thanks for the response. I tried it and I think I'm satisfied with that but this is only for the agent right? is there any way I can add the Ticket::Frontend::TicketArticleFilter: option to the customer TicketZoom so that I can also use article filtering on the customer side?

[thyphus]

i have two little patches, so that the systemmails for new articles will not be shown in TicketZoom

first patch [Kernel/System/Ticket/Article.pm]:

Code: Select all

--- Article.pm.orig     2010-08-11 08:54:37.000000000 +0200
+++ Article.pm  2010-08-11 10:58:14.000000000 +0200
@@ -1566,6 +1566,9 @@
     $Self->{DBObject}->Prepare( SQL => $SQL, Bind => \@Bind );
     my %Ticket = ();
     while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
+        if ( !$Self->{ConfigObject}->Get('ShowMailArticleInZoom') ) {
+          next if ($Row[24] == 3);
+        }
         my %Data;
         $Data{ArticleID}                = $Row[33];
         $Data{TicketID}                 = $Row[0];

second patch [Kernel/Config/Files/Ticket.xml]:

Code: Select all

--- Ticket.xml.orig     2010-08-11 11:00:36.000000000 +0200
+++ Ticket.xml  2010-08-11 11:00:42.000000000 +0200
@@ -9437,5 +9437,17 @@
             </Hash>
         </Setting>
     </ConfigItem>
+    <ConfigItem Name="ShowMailArticleInZoom" Required="0" Valid="0">
+        <Description Lang="en">Show Mails in TicketZoom. Disabled per default.</Description>
+        <Description Lang="de">Versendete Mails im TicketZoom anzeigen. Standardmaessig werden sie nicht angezeigt.</Description>
+        <Group>Ticket</Group>
+        <SubGroup>Core::Ticket</SubGroup>
+        <Setting>
+            <Option SelectedID="0">
+                <Item Key="0">No</Item>
+                <Item Key="1">Yes</Item>
+            </Option>
+        </Setting>
+    </ConfigItem>
 </otrs_config>

i don't know if that is enough, but it works just fine for me.

[fbobraga]

Thats not possible. But you can activate an article Filter via SysConfig in TicketZoom, which allows you to show only wanted article types to the agent

How i can setup it ("activate an article Filter")? Just setting the Ticket -> Frontend::Agent::Ticket::ViewZoom###TicketArticleFilter to "Yes" does not do it.

[jojo]

it does, just have a look on the ticket Zoom above the article tree

[fbobraga]

it does, just have a look on the ticket Zoom above the article tree

ops: found now the "Article Filter: Set" link in the Ticket Zoom page.

Thanks

[Lesrac]

I know this is an old thread. But when I'm searching for the thing with the customer TicketZoom, this is the only useful thread.

My question is:
Is there another solution for the customer TicketZoom?
The code from thyphus works fine. But something I do not have to write every time again after each update, would be better.

Best regards
Lesrac