A slightly different solution would be to have all new tickets appear first, then open ones. This would be a great thing for a simple inbox where you sort cases and give quick answers.
For the cases where a customer "replies" to an old case you should split it into a new case and handle it there. I beleive the new case (the one you split out) should get a created time "now". Just my 2 cents Best regards Are Hoel > I would guess just changing the select queries that generate the QueueView > and changing > the ORDER BY clauses... however, in Perl it's a little beyond my abilities. > > ----- > 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 12:29 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] sort order of the QueueView > > >> 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'; > > Found this already, but it simply reverses the existing order, not at all > what I'm looking for. Jack Doyle expressed succinctly what I'm after, which > to me seems like a very straightforward way to order messages. > > Any idea how this might be achieved? > > Anybody else interested in this type of message queue sorting? > >> 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. > > I need this ordering option to prevent the starvation scenario I described > previously. I want to make sure that I don't end up spending more time on > certain tickets just because they were opened a long time ago. > > Alain. > > _______________________________________________ > 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/ > _______________________________________________ > 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/ > -- Are Hoel Systems Administrator Telio AS - www.telio.no [EMAIL PROTECTED] _______________________________________________ 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/
