Hello, We wanted to order tickets initially by priority, then by 'New' tickets, then by 'In Progress' with most recently worked 'In Progress' ticket last (i.e. sort based on the timestamp of the latest article on a given ticket) etc. To achieve this we amended the Kernel/Config.pm by adding: $Self->{DefaultQueueSortOrder} = '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'; If you want to sort by status, you MUST ensure that the values you define for 'ts.name' are valid statuses for your installation (we created a number of new ones), otherwise sorting by priority, timestamp, etc. is straightforward. You may also need to experiment will the ASC/DESC to get the required order, but I'm sure this will provide the resolution you are looking for. Regards, Graeme otrs.sarahwbs@xoxy.net wrote:

I'm thinking about using OTRS for a client's site. One of the features I absolutely need is the ability to sort all of my tickets into the exact order I want. I know a lot of systems only allow you to specify a few priority levels and then sort tickets by those levels. Is the kind of custom sorting I'm looking for possible with OTRS?

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