Re: [otrs] sort order of the QueueView

Hi Alain, We are using 1.3.2 also, but I now realise that addition changes have been made elsewhere. Let me track these down and I will feedback shortly. Graeme amg-1 wrote:

Tried that, but it didn't make a difference. I'm running version 1.3.2. I grep'd for DefaultQueueSortOrder and couldn't find it anywhere, so I gather you're running a different version of OTRS, correct?

Thanks, Alain.

----- Original Message ----- From: "Graeme Brough" To: "User questions and discussions about OTRS." Sent: Thursday, April 07, 2005 11:36 AM Subject: Re: [otrs] sort order of the QueueView

We wanted to order tickets initially by priority, then by 'New' tickets, then by 'In Progress' with most recently worked 'In Progress' ticket last (i.e. sort based on the timestamp of the latest article on a given ticket) etc.

To achieve this we amended the Kernel/Config.pm by adding:

$Self->{DefaultQueueSortOrder} = 'st.ticket_priority_id DESC, ts.name = "New" DESC, ts.name like "In%" DESC, ts.name like "Awaiting%" DESC, ts.name like "Pend%" DESC, st.until_time ASC, st.change_time ASC';

I believe the part you are looking for specifically is the 'st.change_time ASC' as this holds the timestamp of the last update. You may need to experiment will the ASC/DESC to get the required order, but I'm sure this will provide the resolution you are looking for.

Please let me know how you get on.

Regards,

Graeme

amg-1 wrote:

...

No solution yet :-(

I took a look at the code, and the SQL queries are very ticket-centered, was unable to see how to order the results by the timestamp of each individual message, though admitedly I didn't spend a great deal of time looking into it.

Can you describe what you're working on and how it might help?

Thanks.

----- Original Message ----- From: "Graeme Brough" To: "User questions and discussions about OTRS." Sent: Thursday, April 07, 2005 6:34 AM Subject: Re: [otrs] sort order of the QueueView

Hello Alain,

Did you get a solution for this issue?

I have been working on something recently which may be of help.

Regards,

Graeme

amg-1 wrote:

...

Bingo! That's exactly what I want, for anybody trying to follow this thread. ;-)

----- Original Message ----- From: "Jack Doyle" To: "User questions and discussions about OTRS." Sent: Tuesday, March 29, 2005 10:59 AM Subject: RE: [otrs] sort order of the QueueView

I see. You want to sort based on the timestamp of the latest article on a given ticket. Makes sense... wish I could help you... but that's beyond me.

----- 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 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView

I don't think I was making myself clear. It's not the reverse sort order that I want. In fact, I don't want the messages in my queue to be sorted by ticket age at all. I want the messages to be sorted by timestamp on the

messages themselves, not by the time/date the original ticket for each message was created. Essentially, I want the messages sorted just like they would be in a regular email client that knows nothing about mail threads.

As I said, if you always deal with the messages at the top of the queue using the current sort order, you risk only dealing with open tickets and never addressing new tickets which always appear at the end. Imagine a scenario where a customer with a longstanding open ticket sends a reply,

which appears at the top of the queue because the ticket is older than any other one. You reply to the message, and a couple minutes later, the customer sends another reply, which again shows up at the top of the queue because it belongs to such a longstanding ticket. Multiply this scenario, and it soon becomes difficult to tell whether you're simply replying to the same people all day, or whether everyone gets an even share of your time. That's why I want the messages sorted by the time they arrived into the queue, not by the time the tickets they belong to were created.

Does this make more sense?

I'm a programmer, I know PERL, perhaps this is something I can do given some guidance? Of course, I'd much prefer hearing that there's an easy way to change the sort order to be like a standard email client.

thanks.

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