Any way to exclude auto replies and notifications from ticket thread?

[ssrinc]

Pre-apologies if this was answered elsewhere, but I haven't been able to find anyone else covering the topic.

In our installation of OTRS ( 3.3.8 ) - we, like most, send auto replies to customers on new ticket creations, as well as followups, to indicate we've received their information (and provide the usual pre-help information).

These auto-responses appear in the ticket thread as articles of type (system-email-external). Also, notifications that we might generate, such as auto-closing, show up here in the same manner. This makes sense for completness of the ticket, however....

Is there anyway to prevent system-generated auto responses or notifications from becoming part of the ticket thread?

We already know the information and so having them not appear in the ticket interaction between us and the customer would serve to remove extra clutter. Also, if we reply to the customer via the OTRS interface, and are selected on one of these items, then that text appears again in our response.

These really just need to be notices sent to the customer, and have no real value within the ticket thread (at least for us).

[crythias]

You may want to look at Ticket::Frontend::TicketArticleFilter Yes

[ssrinc]

Well that worked just beautifully.

Thanks for the tip!