Hello all: I've got a question for all but specially to Graeme: I Use the modifications that you say, but I've got a trouble, the sentence that I add to Kernel/Config.pm is the following -----CODE $Self ->{DefaultQueueSortOrder} = ' st.change_time ASC, st.ticket_priority_id DESC, ts.name = "open" DESC, ts.name = "en_t ramite" DESC, ts.name = "nota_del_cliente" DESC, ts.name = "removed" DESC, ts.name = "new" DESC, ts.name like "closed%" DESC, ts.name like "pending%" DESC, st.until_time ASC, st.change_time ASC '; -----CODE But no ticket seen in OTRS, but the Queue shows the number of ticket that are in this queue. I'm sure that I add all states If I do: select * from ticket_state, it showns (more or less): 1 new ticket is new 1 1 2005-01-17 12:09:34 2 closed successful ticket is closed successful 3 3 closed unsuccessful ticket is closed unsuccessful 3 4 open ticket is open 2 1 2005-01-17 12:09:34 5 removed customer removed ticket (can reactivate) 7 pending auto close+ ticket is pending for automatic close 8 pending auto close- ticket is pending for automatic close 11 en_tramite En trámite 2 1 2005-05-31 15 nota_del_cliente Observacion del Cliente 2 The ticket id is as you can see because I add some tickets states and before it I removed them. Where is the trouble?? I check: $Self ->{DefaultQueueSortOrder} = ' st.change_time ASC, st.ticket_priority_id DESC, ts.name = "%" DESC, st.until_time ASC, st.change_time ASC '; But no ticket showns, If I remove "ts.name = "%" DESC" from the select sentence i can see all tickets. Any Idea?. Alvaro. Alvaro Lopez wrote:
thanks a lot.
Alvaro.
Graeme Brough wrote:
Hello,
We reorganised our tickets by doing the following:
Amend the Kernel/Config.pm by adding:
$Self->{DefaultQueueSortOrder} = 'st.change_time ASC, 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';
We created a number of new statuses, so you must ensure that the statuses in your DefaultQueueSortOrder match your actual states, or all you will see is empty queues.
You may need to play around with the ASC/DESC to attain the correct ordering.
Then in Kernel/Modules/AgentQueueView.pm:
Approx line 180:
- " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ". - " ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC "; + " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) "; + $SQL .= " ORDER BY "; + $SQL .= " ".$Self->{ConfigObject}->Get('DefaultQueueSortOrder')." ";
HTH
Graeme
Alvaro Lopez wrote:
Hello All:
I'm Trying to sort ticket with the following: First: State Second: priority Third: Age
The Second And Third sentences are right, but my question is, can I sort by State?. I see in Kernel/Modules/CustomerTicketOverView.pm, this: Self->{SortBy} = $Self->{ParamObject}->GetParam(Param => 'SortBy') || 'Age';
I try to replace 'Age' for 'State' but when i change it no ticket apear.
My question is: Can I sort with three sentences?, because for what I See in all files only it's posible to sort with 2 sentences, it's right?
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