+1 I second that, I need to filter by last modified date ... and we just got that "Age" date that is not really useful (in customer point of view) Any feedback welcome too !!! -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: lundi, 11. janvier 2010 07:33 To: otrs@otrs.org Subject: otrs Digest, Vol 16, Issue 40 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: How can i search for a Ticket-Title? (ml ml) 2. Re: How to sort tickets by (last article) time (ml ml) 3. best way to force customer's username equal to email address (support@sjobeck.com) 4. Re: Name of the owner instead of user-id in Customer "My Tickets" (Arpit2 G) 5. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) 6. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) ---------------------------------------------------------------------- Message: 1 Date: Sun, 10 Jan 2010 15:33:03 +0100 From: ml ml Subject: Re: [otrs] How can i search for a Ticket-Title? To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset=ISO-8859-1 Hey Alexander, indeed! How could i possibly miss that? :) Thanks!!!!!! Mario On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle wrote:

ml ml wrote :

...

How can i search for a ticket title (not the subject)?

Hello Mario,

I have search fields for both in AgentTicketSearch :

--- Ticket# and CustomerID --- Ticket# Title CustomerID Customer User Login

--- Fulltext-Search in Article --- From To Cc Subject Text

Is that what you're looking for ?

Regards

Alexander

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------------------------------ Message: 2 Date: Sun, 10 Jan 2010 15:33:33 +0100 From: ml ml Subject: Re: [otrs] How to sort tickets by (last article) time To: otrs@otrs.org Message-ID: Content-Type: text/plain; charset=ISO-8859-1 anyone? :-| On Thu, Jan 7, 2010 at 10:29 AM, ml ml wrote:

Hello List,

by default the Tickets get sorted by creation time. This is not very useful if i have a big ticket where i have a regular reply from the customer. Then my ticket is the "oldest" one, but the most "active" ticket.

Can i sort the tickets by the last Article time or something?

Thanks, Mario

------------------------------ Message: 3 Date: Sun, 10 Jan 2010 12:25:24 -0800 From: Subject: [otrs] best way to force customer's username equal to email address To: Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sj?beck