automatic notifications in ticket's conversation

[bcerk]

Dear all,

is there anyone that uses OTRS customer notifications when posting a new webrequest, and has somehow switched off OTRS feature that all autoreplies and notifications always get written into ticket's conversation, and they are visible both to agents and to customers the same way as human responses? Both our custumers and agents found this feature annoying.

Sure we want to be kind to customers, and by e-mail automatically confirm that their ticket or ticket update has reached us. But we don’t want to cram this always-the-same automatic responses into ticket's history since it just makes the ticket’s conversation longer and harder to read. I hope we are not the only OTRS that would prefer it otherwise. I found there is an option to set “Notification article type” to email-notification-inf (in Notification Management) – but it is documented it only works for fixed e-mail address, not for any Customer option, thus not useful for us. So the only acceptable solution for now was to switch off automatic notifications.

After long search I haven’t found any helpful article on this subject yet. Thank you in advance for any hint toward a better solution.

By the way, the notifications are written into ticket history (as sent) even if system log shows there was something wrong with sending of e-mail (i.e. wrong password, mail server error). Is this a bug? We use OTRS 4.06 and 4.07 on Linux.

Best regards,

Bostjan

[crythias]

viewtopic.php?t=16919#p65473

[bcerk]

Thank you Crythias, I've tried that before, today repeated the tests (for Event = ArticleCreate and/or ArticleUpdate and/or TicketCreate) , but came to the same negative conclusion as the last reply in that thread: even though TicketNewArticleIgnoreSystemSender is set to Yes, autoresponses are still being recorded ... and still clutter ticket's conversation. The same applies to Queue Autoresponses and Notifications (Event). I find it hard to accept that this way of behaviour wouldn't bother many of thousands OTRS users, so I guess there should be a solution how to switch this off.

Filter funnel mentioned in that same thread helps only partially (on agent's side), because customers apparently don't have this filter. Or maybe it can be set with some sysconfig parameter?

Any further hint toward possible solution would be much appreciated. Thank you.