[dev] AgentTicketqueue.pm

4 Aug 2006

      I have made a change in this pm file, 
In fact i wanted to sort the ticket not by Age, but by the time of
creation of the last answer to the customer.

If you sort your ticket by age, a very old ticket wich have received a
answer only minutes ago can be on top of the list.
I didn't want that so i have made this change and would like the change
to be include in next version of AgentTicketQueue.pm

First I have add a sort option "AGE3"

    # get data (viewable tickets...)
    # --
    my @ViewableTickets = ();
    my $SortBy =
$Self->{ConfigObject}->Get('Ticket::Frontend::QueueSortBy::Default') ||
'Age';
    my %SortOptions = (
        Owner            => 'st.user_id',
        CustomerID       => 'st.customer_id',
        State            => 'st.ticket_state_id',
        Ticket           => 'st.tn',
        Title            => 'st.title',
        Queue            => 'sq.name',
        Priority         => 'st.ticket_priority_id',
        Age              => 'st.create_time_unix',
#beginning of mOdification by odlc pour tri correct
	Age3             => 'triodlc',
#end of modification
        TicketFreeTime1  => 'st.freetime1',
        TicketFreeTime2  => 'st.freetime2',

Second i have change the SQL request corresponding

        # build query
#beginning of mOdification by odlc pour tri correct
        my $SQL = "SELECT st.id, st.queue_id ,
IFNULL(sa.timeincome,st.create_time_unix) as triodlc FROM ".
            " ticket st inner join queue sq on (sq.id = st.queue_id)".
            " left outer join (select ticket_id, max(incoming_time) as
timeincome from article group by ticket_id) sa on (sa.ticket_id =
st.id)".
#end of modification
            " WHERE ".
            " st.ticket_state_id IN ( ${\(join ', ',
@{$Self->{ViewableStateIDs}})} ) ".
            " AND ";
        if (!$Self->{ViewAll}) {
            $SQL .= " st.ticket_lock_id IN ( ${\(join ', ',
@{$Self->{ViewableLockIDs}})} ) ".
            " AND ";
        }
        $SQL .= " st.queue_id IN ( ";
        foreach (0..$#ViewableQueueIDs) {
            if ($_ > 0) {
                $SQL .= ",";
            }
            $SQL .= $Self->{DBObject}->Quote($ViewableQueueIDs[$_]);
        }
        $SQL .= " ) AND ".
            " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ".

Regards,

Olivier de la Clergerie

[dev] AgentTicketqueue.pm

Olivier de la CLERGERIE