Hi Emily, On Oct 19, 2009, at 1:47 PM, Alexander Halle wrote:
Emily Flynn wrote :
Does anyone know how to get rid of the sort by priority in queue? I just want to sort tickets in queues by age as priority levels aren't really used at the minute.
It kind of defeats the purpose of using priorities, when you do not prioritize. Please think about using the default functionality as designed. You can turn off the priority fields throughout OTRS and/or use and ACL to blend out all other priorities other then the default level, so that these fields cannot be used, as an alternative. The only screens not possible to turn the functionality off is the phone and email ticket. So an ACL will take care of that.
Hello Emily,
AFAIK this is builtin and not configurable. q You can only change the secondary sort criterion. So if you really don't need priorities then you could as a workaround use the same priority for all tickets to eliminate this builtin first sort criterion.
You are very right. This is hard coded in AgentTicketQueue.pm else { 157 %Sort = ( 158 SortBy => [ 'Priority', $SortBy ], 159 OrderBy => [ 'Down', $OrderBy ], 160 ); 161 }
Also you could use the small view where you can sort tickets manually by each row.
This is also a good alternative. Thanks for the tip and supporting your fellow members! @Emily, you can turn off the sorting, with a little Perl knowledge. But, as you have heard some good alternatives, I recommend not doing it. Just a tip! -- Shawn Beasley shawn@otrs.org Computers make work that one would not have without them go faster!