Hello!!
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';
This way the last received ticket will show first, but if the ticket
volume received
is greater than the amount of ticket answered, some tickets wont be seen, as
there will
probably be newer ones that to be shown first. If you must keep an SLA based on
answer time, the order must be 'ASC' (default).
Reading the thread again, I understand that you're accepting
follow-up's and
you want to have the first ticket received OR the one that has received a
follow-up first
in your QueueView.
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.
Regards,
On 29 Mar 2005 at 9:36, Jack Doyle wrote:
> I don't understand what you're saying. The ticket age corresponds
> with the ticket arrival (created) time.
>
> How would you define the arrival time if not the ticket created time?
>
> -----
> 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:[EMAIL PROTECTED]
> Sent: Tuesday, March 29, 2005 9:34 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] sort order of the QueueView
>
>
> No, I actually want the order to be by message arrival time. By
> ordering by Age, you risk starving new tickets if you're always
> handling old ones first.
>
> So, the arrival time of the messages in the queue makes sure that
> those messages get handled first come first served, instead of giving
> preference to those who opened a ticket a long time ago.
>
> Can this be done?
>
>
> ----- Original Message -----
> From: "Jack Doyle" <[EMAIL PROTECTED]>
> To: "User questions and discussions about OTRS." <otrs@otrs.org>
> Sent: Monday, March 28, 2005 10:52 AM
> Subject: RE: [otrs] sort order of the QueueView
>
>
> The age is the amount of time since the ticket was created. Is that
> not what you want? Also, it sorts based on priority, then age. There
> may be more to it that I'm not aware of.
>
> However, the age seems to me to be the amount of time since the
> created date/time.
>
> -----
> 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:[EMAIL PROTECTED]
> Sent: Monday, March 28, 2005 10:47 AM
> To: otrs@otrs.org
> Subject: [otrs] sort order of the QueueView
>
>
> When I view My Queues, the order of the messages shown is the "Age" of
> the ticket. I'd like to change the sort order to be the message
> arrival time, not the time of the creation of the ticket's very first
> message (which is what I understand to be the "Age" of the ticket).
>
> I've looked through the mailing list archive, and searched the
> Defaults.pm file, but no success. Is the sort order I'm suggesting
> possible w/ OTRS?
>
> thanks.
>
> --
> Alain M. Gaudrault, Reqwireless Inc.
> Web: http://www.reqwireless.com/
---
Victor R. Rodriguez
Departamento de Sistemas
Valoraciones del Mediterraneo, S.A.
---
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
