Hello,
We reorganised our tickets by doing the following:
Amend the Kernel/Config.pm by adding:
$Self->{DefaultQueueSortOrder} = 'st.change_time ASC, 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';
We created a number of new statuses, so you must ensure that the statuses in
your DefaultQueueSortOrder match your actual states, or all you will see is
empty queues.
You may need to play around with the ASC/DESC to attain the correct ordering.
Then 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
Alvaro Lopez wrote:
>
> Hello All:
>
>
> I'm Trying to sort ticket with the following:
> First: State
> Second: priority
> Third: Age
>
> The Second And Third sentences are right, but my question is,
> can I
> sort by State?. I see in Kernel/Modules/CustomerTicketOverView.pm,
> this: Self->{SortBy} = $Self->{ParamObject}->GetParam(Param
> =>
> 'SortBy') || 'Age';
>
> I try to replace 'Age' for 'State' but when i change it no ticket apear.
>
> My question is: Can I sort with three sentences?, because for what I
> See in all files only it's posible to sort with 2 sentences, it's right?
>
>
>
>
>
>
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