A slightly different solution would be to have all new tickets appear first, then open ones. This would be a great thing for a simple inbox where you sort cases and give quick answers. For the cases where a customer "replies" to an old case you should split it into a new case and handle it there. I beleive the new case (the one you split out) should get a created time "now". Just my 2 cents Best regards Are Hoel

I would guess just changing the select queries that generate the QueueView and changing the ORDER BY clauses... however, in Perl it's a little beyond my abilities.

----- 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: Tuesday, March 29, 2005 12:29 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView

...

There's an option you can use in Config.pm:

# AgentQueueSortDefault # (default sort order of the queue view / after priority sort) # ASC: oldest on top, default # DESC: youngest on top $Self->{AgentQueueSortDefault} = 'DESC';

Found this already, but it simply reverses the existing order, not at all what I'm looking for. Jack Doyle expressed succinctly what I'm after, which to me seems like a very straightforward way to order messages.

Any idea how this might be achieved?

Anybody else interested in this type of message queue sorting?

...

Why do you need this ordering option? Maybe there's another way of doing what you need to do ;) I think that you'll face the problem exposed before sooner or later.

I need this ordering option to prevent the starvation scenario I described previously. I want to make sure that I don't end up spending more time on certain tickets just because they were opened a long time ago.

Alain.

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-- Are Hoel Systems Administrator Telio AS - www.telio.no are.hoel@telio.no