RE: [otrs] sort order of the QueueView

Hello!! There's an option you can use in Config.pm: # AgentQueueSortDefault # (default sort order of the queue view / after priority sort) # ASC: oldest on top, default # DESC: youngest on top $Self->{AgentQueueSortDefault} = 'DESC'; This way the last received ticket will show first, but if the ticket volume received is greater than the amount of ticket answered, some tickets wont be seen, as there will probably be newer ones that to be shown first. If you must keep an SLA based on answer time, the order must be 'ASC' (default). Reading the thread again, I understand that you're accepting follow-up's and you want to have the first ticket received OR the one that has received a follow-up first in your QueueView. Why do you need this ordering option? Maybe there's another way of doing what you need to do ;) I think that you'll face the problem exposed before sooner or later. Regards, On 29 Mar 2005 at 9:36, Jack Doyle wrote:

I don't understand what you're saying. The ticket age corresponds with the ticket arrival (created) time.

How would you define the arrival time if not the ticket created time?

----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

Public key: http://keys.thajack.com/jd_lgc_public.asc

-----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 9:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView

No, I actually want the order to be by message arrival time. By ordering by Age, you risk starving new tickets if you're always handling old ones first.

So, the arrival time of the messages in the queue makes sure that those messages get handled first come first served, instead of giving preference to those who opened a ticket a long time ago.

Can this be done?

----- Original Message ----- From: "Jack Doyle" To: "User questions and discussions about OTRS." Sent: Monday, March 28, 2005 10:52 AM Subject: RE: [otrs] sort order of the QueueView

The age is the amount of time since the ticket was created. Is that not what you want? Also, it sorts based on priority, then age. There may be more to it that I'm not aware of.

However, the age seems to me to be the amount of time since the created date/time.

----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

Public key: http://keys.thajack.com/jd_lgc_public.asc

-----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Monday, March 28, 2005 10:47 AM To: otrs@otrs.org Subject: [otrs] sort order of the QueueView

When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket).

I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS?

thanks.

-- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/

--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---