When looking at the tickets in QueueView, the tickets should show the last customer article (i.e.: the last email the customer sent us) if there is a newer article such as an outgoing reply or agent note.
This will help for queues that have an auto-responder set.
Already filed upstream @ http://bugs.otrs.org/show_bug.cgi?id=11073
Is this still relevant ? The corresponding bug upstream has been for 3.2.14 which is marked as retired. Should we open a new bug ?
I changed the version in the upstream bug to 5.0.13 because the issue persists. (Hope that doesn't go against some bug reporting best practice ...)
Just adding here that in order for this fix to take effect, we will, in addition to updating, need to make sure that Ticket::NewArticleIgnoreSystemSender is set to Yes. Per https://bugs.otrs.org/show_bug.cgi?id=12596#c11 (follow-up fix).
Yes, indeed, looks like it. (Tested with permissions::permissions-de: If the latest article is an autoresponder message, it is omitted from Queue View - preview mode -.)