As I said, if you always deal with the messages at the top of the queue using the current sort order, you risk only dealing with open tickets and never addressing new tickets which always appear at the end. Imagine a scenario where a customer with a longstanding open ticket sends a reply, which appears at the top of the queue because the ticket is older than any other one. You reply to the message, and a couple minutes later, the customer sends another reply, which again shows up at the top of the queue because it belongs to such a longstanding ticket. Multiply this scenario, and it soon becomes difficult to tell whether you're simply replying to the same people all day, or whether everyone gets an even share of your time. That's why I want the messages sorted by the time they arrived into the queue, not by the time the tickets they belong to were created.
Does this make more sense?
I'm a programmer, I know PERL, perhaps this is something I can do given some guidance? Of course, I'd much prefer hearing that there's an easy way to change the sort order to be like a standard email client.
thanks.
----- Original Message ----- From: "Graeme Brough" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Sent: Tuesday, March 29, 2005 10:22 AM
Subject: Re: [otrs] sort order of the QueueView
Hi,
The way it sounds to me, 'amg-1' wants to reverse the sort order so that newer tickets are at the top, rather than tickets that have not been worked for a longer period.
At this point however I am not able to offer a solution.
Graeme
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/
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