No, I actually want the order to be by message arrival time. By ordering by
Age, you risk starving new tickets if you're always handling old ones first.
So, the arrival time of the messages in the queue makes sure that those
messages get handled first come first served, instead of giving preference
to those who opened a ticket a long time ago.
Can this be done?
----- Original Message -----
From: "Jack Doyle"
To: "User questions and discussions about OTRS."
Sent: Monday, March 28, 2005 10:52 AM
Subject: RE: [otrs] sort order of the QueueView
The age is the amount of time since the ticket was created. Is that not
what you want? Also, it sorts based on priority, then age. There may be
more to it that I'm not aware of.
However, the age seems to me to be the amount of time since the created
date/time.
-----
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: Monday, March 28, 2005 10:47 AM
To: otrs@otrs.org
Subject: [otrs] sort order of the QueueView
When I view My Queues, the order of the messages shown is the "Age" of the
ticket. I'd like to change the sort order to be the message arrival time,
not the time of the creation of the ticket's very first message (which is
what I understand to be the "Age" of the ticket).
I've looked through the mailing list archive, and searched the Defaults.pm
file, but no success. Is the sort order I'm suggesting possible w/ OTRS?
thanks.
--
Alain M. Gaudrault, Reqwireless Inc.
Web: http://www.reqwireless.com/
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