I have made a change in this pm file,
In fact i wanted to sort the ticket not by Age, but by the time of
creation of the last answer to the customer.
If you sort your ticket by age, a very old ticket wich have received a
answer only minutes ago can be on top of the list.
I didn't want that so i have made this change and would like the change
to be include in next version of AgentTicketQueue.pm
First I have add a sort option "AGE3"
# get data (viewable tickets...)
# --
my @ViewableTickets = ();
my $SortBy =
$Self->{ConfigObject}->Get('Ticket::Frontend::QueueSortBy::Default') ||
'Age';
my %SortOptions = (
Owner => 'st.user_id',
CustomerID => 'st.customer_id',
State => 'st.ticket_state_id',
Ticket => 'st.tn',
Title => 'st.title',
Queue => 'sq.name',
Priority => 'st.ticket_priority_id',
Age => 'st.create_time_unix',
#beginning of mOdification by odlc pour tri correct
Age3 => 'triodlc',
#end of modification
TicketFreeTime1 => 'st.freetime1',
TicketFreeTime2 => 'st.freetime2',
Second i have change the SQL request corresponding
# build query
#beginning of mOdification by odlc pour tri correct
my $SQL = "SELECT st.id, st.queue_id ,
IFNULL(sa.timeincome,st.create_time_unix) as triodlc FROM ".
" ticket st inner join queue sq on (sq.id = st.queue_id)".
" left outer join (select ticket_id, max(incoming_time) as
timeincome from article group by ticket_id) sa on (sa.ticket_id =
st.id)".
#end of modification
" WHERE ".
" st.ticket_state_id IN ( ${\(join ', ',
@{$Self->{ViewableStateIDs}})} ) ".
" AND ";
if (!$Self->{ViewAll}) {
$SQL .= " st.ticket_lock_id IN ( ${\(join ', ',
@{$Self->{ViewableLockIDs}})} ) ".
" AND ";
}
$SQL .= " st.queue_id IN ( ";
foreach (0..$#ViewableQueueIDs) {
if ($_ > 0) {
$SQL .= ",";
}
$SQL .= $Self->{DBObject}->Quote($ViewableQueueIDs[$_]);
}
$SQL .= " ) AND ".
" sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ".
Regards,
Olivier de la Clergerie
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