Am Montag, den 04.02.2008, 18:53 +0100 schrieb Marcus Sobchak :
since a few hours I'm trying to sort the queue view in that way, that the ticket with the last customer answer is always on the top, like in an email inbox. I played around with the settings in "Frontend::Agent::Ticket::ViewQueue" but can't figure it out.
It seems that this is not a standard feature of ORTS. This is my solution: I put the following code to Kernel/System/PostMaster/NewTicket.pm and FollowUp.pm after the "set free ticket text" section: ----------- # set free ticket text my @Values = ('X-OTRS-TicketKey', 'X-OTRS-TicketValue'); [...] } # start of my stuff # use POSIX qw(strftime); my $timestamp = strftime "%Y-%m-%d %X", localtime; $Self->{TicketObject}->TicketFreeTextSet( TicketID => $Param{TicketID}, Key => "lastchange", Value => $timestamp, Counter => 1, UserID => $Param{InmailUserID}, ); # end of my stuff ----------- What does it do? It sets for all incoming new and followup email X-OTRS-TicketKey1 / X-OTRS-TicketValue1 X-OTRS-FollowUp-TicketKey1 / X-OTRS-FollowUp-TicketValue1 to key "lastchange" with the value of timestamp "%Y-%m-%d %X". Next step is to set Ticket::Frontend::QueueSortBy::Default: to "TicketFreeText1" in Sysconfig, which causes the queues to be sorted by the timestamp in TicketValue1. I don't know if this is the otrs-way, but I could find an answer to this question on the lists. Any ideas are welcome. Ciao, Marcus