Alain,
Try making the following changes in Kernel/Modules/AgentQueueView.pm:
Approx line 180:
- " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ".
- " ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC ";
+ " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ";
+ $SQL .= " ORDER BY ";
+ $SQL .= " ".$Self->{ConfigObject}->Get('DefaultQueueSortOrder')." ";
HTH
Graeme
amg-1 wrote:
> Tried that, but it didn't make a difference. I'm running version 1.3.2. I
> grep'd for DefaultQueueSortOrder and couldn't find it anywhere, so I gather
> you're running a different version of OTRS, correct?
>
> Thanks,
> Alain.
>
> ----- Original Message -----
> From: "Graeme Brough" <[EMAIL PROTECTED]>
> To: "User questions and discussions about OTRS." <otrs@otrs.org>
> Sent: Thursday, April 07, 2005 11:36 AM
> Subject: Re: [otrs] sort order of the QueueView
>
>
> We wanted to order tickets initially by priority, then by 'New' tickets,
> then by 'In Progress' with most recently worked 'In Progress' ticket last
> (i.e. sort based on the timestamp of the latest article on a given ticket)
> etc.
>
> To achieve this we amended the Kernel/Config.pm by adding:
>
> $Self->{DefaultQueueSortOrder} = 'st.ticket_priority_id DESC, ts.name =
> "New" DESC, ts.name like "In%" DESC, ts.name like "Awaiting%" DESC, ts.name
> like "Pend%" DESC, st.until_time ASC, st.change_time ASC';
>
> I believe the part you are looking for specifically is the 'st.change_time
> ASC' as this holds the timestamp of the last update. You may need to
> experiment will the ASC/DESC to get the required order, but I'm sure this
> will provide the resolution you are looking for.
>
> Please let me know how you get on.
>
> Regards,
>
> Graeme
>
>
> amg-1 wrote:
>
>>No solution yet :-(
>>
>>I took a look at the code, and the SQL queries are very ticket-centered,
>>was
>>unable to see how to order the results by the timestamp of each individual
>>message, though admitedly I didn't spend a great deal of time looking into
>>it.
>>
>>Can you describe what you're working on and how it might help?
>>
>>Thanks.
>>
>>----- Original Message -----
>>From: "Graeme Brough" <[EMAIL PROTECTED]>
>>To: "User questions and discussions about OTRS." <otrs@otrs.org>
>>Sent: Thursday, April 07, 2005 6:34 AM
>>Subject: Re: [otrs] sort order of the QueueView
>>
>>
>>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/
>>
>>
>
--
==============================================================
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Worldwide: +44 (0)1506 673428
Sun Remote Support Centre
Application Development Linlithgow, UK
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