
Awesome!!! Thank you so much for this. It was a request I received yesterday actually.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Isaac Dawson Sent: 08 October 2008 01:22 AM To: otrs@otrs.org Subject: [otrs] Using Ticket Last Updated Time Instead of Age Solution
I've been playing with getting the system to work around the ticket last updated time (change_time) instead of Age. Basically because it makes sense for our purposes to do so. I've searched this list a lot in the past week or so and I've seen people with much the same question, but without any real answers. I'm attaching (and I hope it comes through) a text file with the location and changes needed in the various files to center the system around the last updated time. I've broken it down piecemeal, so you can use what you like. Changes include:
Printing Last Update Time On The Agent Ticket Queue View Sort Agent Ticket Queue View By Last Updated Time Updating Last Updated Time When A Note Is Added To A Ticket Updating Last Updated Time When A Phone Reply Is Added To A Ticket Display Accounted Time Units On Customer Screen Printing Last Update Time On The Customer Ticket Zoom Printing Last Update Time On The Customer Screen Show Latest Update (regardless of who its by) on Agent Ticket Queue View
I really like this system and this list has been a great source of information for me, so I hope this will help someone!
-- Isaac Dawson