Hello Alain, Did you get a solution for this issue?
I have been working on something recently which may be of help. Regards, Graeme amg-1 wrote: > Bingo! That's exactly what I want, for anybody trying to follow this > thread. ;-) > > ----- 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. > > _______________________________________________ > 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/ -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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/
