We have been using OTRS for a couple of months and generally we are quite happy with it.

One thing we seem to be missing is functionality with regard to the ticket update date, and so far I haven't found any relevant configuration parameters.

Firstly:

Many of our tickets take several emails before it is resolved, and to be fair we'd prefer to work through the queues based on the last updated date instead of the created date. Is there a way to get the queues to sort in ticket update order instead of creation date?

Secondly:

Quite often we like to search for tickets by the last update date, not by the creation date, but there is no field for this on the search page?

Thanks in advance for any help, pointers etc.

Eirik

Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd