Well, this is possible modifying the Ticket.pm code.
At line 2680 (6.0.29) there is the loop where otrs detect the last article to use for calculate Last Update Time.
Then I must comment this line:
Code: Select all
# do not use internal articles for calculation
next ROW if !$Row->{IsVisibleForCustomer};
The line "next ROW" is used to skip articles that are not visible to customers (such as notes)
Commenting line with next ROW, we consider this articles.
The next step is to used to ensure that Notes also remove "First response Time" from ticket zoom:
Code: Select all
# check if first response is already done
return if !$DBObject->Prepare(
SQL => '
SELECT a.create_time,a.id FROM article a, article_sender_type ast
WHERE a.article_sender_type_id = ast.id
AND a.ticket_id = ?
AND ast.name = ?
AND a.is_visible_for_customer = ?
ORDER BY a.create_time',
Bind => [ \$Param{TicketID}, \'agent', \1],
Limit => 1,
);
You can see that the sql where, filter only articles visible for customer, with "AND a.is_visible_for_customer = 1" (merging the sql and the parameter binding).
If we remove this lines we do the trick:
Code: Select all
# check if first response is already done
return if !$DBObject->Prepare(
SQL => '
SELECT a.create_time,a.id FROM article a, article_sender_type ast
WHERE a.article_sender_type_id = ast.id
AND a.ticket_id = ?
AND ast.name = ?
ORDER BY a.create_time',
Bind => [ \$Param{TicketID}, \'agent'],
Limit => 1,
);