Ummm... that's a bit complicated, but sounds absolutely logical.
Two workarounds come to my mind:
1- Don't allow follow-up's: every new mail received will create a new ticket,
even if it has
a TicketID in it's subject, etc. I don't like this one because you'll loose the
relationship
between mails (exactly as with a generic mail client). If the new mail received
doesn't
include the complete text of the thread you'll have to search each TickedID you
could
find and stablish the relationship between them manually... seems way too much
work
to me, but if you seldom receive follow-up's could be an option. This can be
setup in the
admin interface in a per queue basis.
2- Play with Priorities. As OTRS puts Tickets with higher priority first, if
you reduce the
priority of a ticket with follow-up's, it will appear below in the QueueView.
If a client
keeps replying to a longstanding ticket, won't be attended until all new
tickets are
replied. Read "new tickets" as "not a follow-up, not related to a longstanding
ticket".
For example, if your default priority is "normal (3)" and you change
the priority
of all tickets with follow-ups to "low (2)", when you receive new mail, all
those new
tickets will show above all your longstanding tickets, even if they are older.
Obviously,
for a given priority, Age will be used to order tickets. But you have 5
priorities ;-)
The ideal way to manage this would be having some kind of cron job that
changes priorities automatically if priority == "Normal" and "has follow-up's"
= true.
Even you could create a new ticket state (like "replied"), that is asigned
automatically
when you reply to a mail ticket, and then have the cron job to change the
priority if
piority == "Normal" and state == "replied".
Maybe GenericAgent can do something like this, but I don't know as I haven't
messed
with it yet (http://doc.otrs.org/1.3/en/html/generic-agent.html).
If you manage to do this using option 2 and that "cron job" I would be
glad to
hear how you did it :)
Good luck!
On 29 Mar 2005 at 10:53, amg-1 wrote:
> I don't think I was making myself clear. It's not the reverse sort
> order that I want. In fact, I don't want the messages in my queue to
> be sorted by ticket age at all. I want the messages to be sorted by
> timestamp on the messages themselves, not by the time/date the
> original ticket for each message was created. Essentially, I want the
> messages sorted just like they would be in a regular email client that
> knows nothing about mail threads.
>
> 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.
---
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/
