I have the exact same need.
I have created a custom boolean object/attribute for tickets in Zammad to know if some tickets have been processed by an external process using API (the API is basically putting the custom attribute to true once the ticket has been processed, to keep track of what have been processed and to not reprocess it again and again).
As I understand it, changing the state of an attribute/object using API (or even from GUI) is considered as an update to the ticket (Exclude item in ticket notification - #5 by Christian.Wenzl) and triggers all registered agent notifications for updates (update:XXX)
So the ability to…
- make a silent update via API,
- or exclude a specific custom (or not) object state change to trigger an update,
… is really needed and missing here!
Thank you.