Ignore system article in notifications.

app/models/observer/ticket/article/communicate_email/background_job.rb

@@ -23,6 +23,9 @@ class Observer::Ticket::Article::CommunicateEmail::BackgroundJob
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
     if sender['name'] == 'System'
       notification = true
+
+      # ignore notifications in developer mode
+      return if Setting.get('developer_mode') == true
     end
 
     # get linked channel and send

app/models/observer/ticket/article_changes.rb

@@ -5,42 +5,57 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
 
   def after_create(record)
 
-    article_count_update(record)
+    changed = false
+    if article_count_update(record)
+      changed = true
+    end
 
-    first_response_update(record)
+    if first_response_update(record)
+      changed = true
+    end
 
-    sender_type_update(record)
+    if sender_type_update(record)
+      changed = true
+    end
 
-    last_contact_update(record)
+    if last_contact_update(record)
+      changed = true
+    end
 
     # save ticket
+    return if !changed
     record.ticket.save
   end
 
   # get article count
   def article_count_update(record)
-    record.ticket.article_count = record.ticket.articles.count
+    current_count = record.ticket.article_count
+    sender = Ticket::Article::Sender.lookup(name: 'System')
+    count = Ticket::Article.where(ticket_id: record.ticket_id).where('sender_id NOT IN (?)', sender.id).count
+    return false if current_count == count
+    record.ticket.article_count = count
+    true
   end
 
   # set frist response
   def first_response_update(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return false if Setting.get('import_mode')
 
     # if article in internal
-    return true if record.internal
+    return false if record.internal
 
     # if sender is not agent
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    type   = Ticket::Article::Type.lookup(id: record.type_id)
-    return true if sender.name != 'Agent'
+    return false if sender.name != 'Agent'
 
     # if article is a message to customer
-    return true if !type.communication
+    type = Ticket::Article::Type.lookup(id: record.type_id)
+    return false if !type.communication
 
     # check if first_response is already set
-    return true if record.ticket.first_response
+    return false if record.ticket.first_response
 
     # set first_response
     record.ticket.first_response = record.created_at
@@ -53,20 +68,25 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
 
     # ignore if create channel is already set
     count = Ticket::Article.where(ticket_id: record.ticket_id).count
-    return if count > 1
+    return false if count > 1
 
     record.ticket.create_article_type_id   = record.type_id
     record.ticket.create_article_sender_id = record.sender_id
+    true
   end
 
   # set last contact
   def last_contact_update(record)
 
     # if article in internal
-    return true if record.internal
+    return false if record.internal
+
+    # if sender is system
+    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    return false if sender.name == 'System'
 
     # if article is a message to customer
-    return true if !Ticket::Article::Type.lookup(id: record.type_id).communication
+    return false if !Ticket::Article::Type.lookup(id: record.type_id).communication
 
     # if sender is customer
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
@@ -74,7 +94,7 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
     if sender.name == 'Customer'
 
       # if customer is sending agains, ignore update of last contact (usecase of update escalation)
-      return true if ticket.last_contact_customer &&
+      return false if ticket.last_contact_customer &&
                       ticket.last_contact &&
                       ticket.last_contact_customer == ticket.last_contact
 
@@ -94,7 +114,7 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
     end
 
     # if sender is not agent
-    return if sender.name != 'Agent'
+    return false if sender.name != 'Agent'
 
     # set last_contact_agent
     record.ticket.last_contact_agent = record.created_at

app/models/transaction/notification.rb

@@ -33,6 +33,13 @@ class Transaction::Notification
     ticket = Ticket.find(@item[:object_id])
     if @item[:article_id]
       article = Ticket::Article.find(@item[:article_id])
+
+      # ignore notifications
+      sender = Ticket::Article::Sender.lookup(id: article.sender_id)
+      if sender && sender.name == 'System'
+        return if @item[:changes].empty?
+        article = nil
+      end
     end
 
     # find recipients

app/models/transaction/trigger.rb

@@ -37,6 +37,7 @@ class Transaction::Trigger
       article = Ticket::Article.lookup(id: @item[:article_id])
     end
 
+    original_user_id = UserInfo.current_user_id
     UserInfo.current_user_id = 1
 
     triggers.each {|trigger|
@@ -89,6 +90,7 @@ class Transaction::Trigger
 
       ticket.perform_changes(trigger.perform, 'trigger', @item)
     }
+    UserInfo.current_user_id = original_user_id
   end
 
 end

db/seeds.rb

@@ -3878,7 +3878,7 @@ Trigger.create_or_update(
   },
   perform: {
     'notification.email' => {
-      'body' => '<p>Your request (#{config.ticket_hook}##{ticket.number}) has been received and will be reviewed by our support staff.<p>
+      'body' => '<p>Your request (#{config.ticket_hook}#{ticket.number}) has been received and will be reviewed by our support staff.<p>
 <br/>
 <p>To provide additional information, please reply to this email or click on the following link:
 <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>
@@ -3917,7 +3917,7 @@ Trigger.create_or_update(
   },
   perform: {
     'notification.email' => {
-      'body' => '<p>Your follow up for (#{config.ticket_hook}##{ticket.number}) has been received and will be reviewed by our support staff.<p>
+      'body' => '<p>Your follow up for (#{config.ticket_hook}#{ticket.number}) has been received and will be reviewed by our support staff.<p>
 <br/>
 <p>To provide additional information, please reply to this email or click on the following link:
 <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>

test/unit/ticket_notification_test.rb

@@ -3,6 +3,45 @@ require 'test_helper'
 
 class TicketNotificationTest < ActiveSupport::TestCase
 
+  Trigger.create_or_update(
+    name: 'auto reply - new ticket',
+    condition: {
+      'ticket.action' => {
+        'operator' => 'is',
+        'value' => 'create',
+      },
+      'ticket.state_id' => {
+        'operator' => 'is not',
+        'value' => Ticket::State.lookup(name: 'closed').id,
+      },
+      'article.type_id' => {
+        'operator' => 'is',
+        'value' => [
+          Ticket::Article::Type.lookup(name: 'email').id,
+          Ticket::Article::Type.lookup(name: 'phone').id,
+          Ticket::Article::Type.lookup(name: 'web').id,
+        ],
+      },
+    },
+    perform: {
+      'notification.email' => {
+        'body' => '<p>Your request (Ticket##{ticket.number}) has been received and will be reviewed by our support staff.<p>
+<br/>
+<p>To provide additional information, please reply to this email or click on the following link:
+<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>
+</p>
+<br/>
+<p><i><a href="http://zammad.com">Zammad</a>, your customer support system</i></p>',
+        'recipient' => 'ticket_customer',
+        'subject' => 'Thanks for your inquiry (#{ticket.title})',
+      },
+    },
+    disable_notification: true,
+    active: true,
+    created_by_id: 1,
+    updated_by_id: 1,
+  )
+
   # create agent1 & agent2
   groups = Group.where(name: 'Users')
   roles  = Role.where(name: 'Agent')
@@ -64,7 +103,7 @@ class TicketNotificationTest < ActiveSupport::TestCase
     ticket1 = Ticket.create(
       title: 'some notification test 1',
       group: Group.lookup(name: 'Users'),
-      customer: agent1,
+      customer: customer,
       state: Ticket::State.lookup(name: 'new'),
       priority: Ticket::Priority.lookup(name: '2 normal'),
       updated_by_id: agent1.id,
@@ -98,7 +137,7 @@ class TicketNotificationTest < ActiveSupport::TestCase
     ticket1 = Ticket.create(
       title: 'some notification test 1',
       group: Group.lookup(name: 'Users'),
-      customer: agent1,
+      customer: customer,
       state: Ticket::State.lookup(name: 'new'),
       priority: Ticket::Priority.lookup(name: '2 normal'),
       updated_by_id: agent1.id,

test/unit/ticket_trigger_test.rb

@@ -371,7 +371,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
         },
         'ticket.state_id' => {
           'operator' => 'is not',
-          'value' => '4',
+          'value' => Ticket::State.lookup(name: 'closed').id,
         },
         'article.type_id' => {
           'operator' => 'is',