----- Original Message ----- From: "Jack Doyle" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Sent: Tuesday, March 29, 2005 10:59 AM
Subject: RE: [otrs] sort order of the QueueView
I see. You want to sort based on the timestamp of the latest article on a given ticket. Makes sense... wish I could help you... but that's beyond me.
----- 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 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView
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.
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