Re: [otrs] Sorting tickets in queue
Hi Nils, Thanks for reply. I already selected TicketFreeTime1 field as default sort criteria. As I understand OTRS sorting tickets by default sort criteria after sort by priority is done. Is it possible to disable sort tickets by priority? Nils Leideck - ITSM wrote: Hi, On 07.05.2010, at 09:46, Gazizov Andrey wrote: Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). just search in the SysConfig for ViewQueue ... there you will find the default sort option. Freundliche Gru?e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net mailto:nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project -- Best regards, Andrey Gazizov RETN - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Sorting tickets in queue (Nils Leideck - ITSM)
And what about sorting tickets via a field that has been added in a theme. I created a new theme and added the created field as new column. Users really like this as they can sort the tickets to know which one has been last modified. But I don't have the created field in the drop list in the ViewQueue you mention. Where in the code can I force the default sort? In the dtl file ? I found nothing. Many thanks for the help :) Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Sorting tickets in queue
Hi all! Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). Any help are welcomed. Thanks in advance. -- Best regards, Andrey Gazizov RETN - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Sorting tickets in queue
Hi, On 07.05.2010, at 09:46, Gazizov Andrey wrote: Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). just search in the SysConfig for ViewQueue ... there you will find the default sort option. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Sorting Tickets
I am trying to change the way that the Queue is sorted by default (not by clicking the sort button) so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] sorting tickets
Please I need help sorting tickets on the otrs according to received date Please advice 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Sorting Tickets
Hello all:
I've got a question for all but specially to Graeme:
I Use the modifications that you say, but I've got a trouble, the
sentence that I add to Kernel/Config.pm is the following
-CODE
$Self -{DefaultQueueSortOrder} = ' st.change_time ASC,
st.ticket_priority_id DESC, ts.name = open DESC, ts.name = en_t
ramite DESC, ts.name = nota_del_cliente DESC, ts.name = removed
DESC, ts.name = new DESC, ts.name like closed% DESC,
ts.name like pending% DESC, st.until_time ASC, st.change_time ASC ';
-CODE
But no ticket seen in OTRS, but the Queue shows the number of ticket
that are in this queue. I'm sure that I add all states
If I do: select * from ticket_state, it showns (more or less):
1 new ticket is new 1 1 2005-01-17 12:09:34
2 closed successful ticket is closed successful 3 3 closed
unsuccessful ticket is closed unsuccessful 3
4 openticket is open 2 1 2005-01-17 12:09:34
5 removed customer removed ticket (can reactivate)
7 pending auto close+ ticket is pending for automatic close
8 pending auto close- ticket is pending for automatic close
11 en_tramite En trámite 2 1 2005-05-31
15 nota_del_clienteObservacion del Cliente 2
The ticket id is as you can see because I add some tickets states and
before it I removed them.
Where is the trouble??
I check:
$Self -{DefaultQueueSortOrder} = ' st.change_time ASC,
st.ticket_priority_id DESC, ts.name = % DESC, st.until_time ASC,
st.change_time ASC ';
But no ticket showns, If I remove ts.name = % DESC from the select
sentence i can see all tickets.
Any Idea?.
Alvaro.
Alvaro Lopez wrote:
thanks a lot.
Alvaro.
Graeme Brough wrote:
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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--
--
Alvaro López Aranda
GENETSIS PARTNERS
C/ Francisca Delgado, 11, 3º
Arroyo de la Vega
28108 Alcobendas (Madrid)
Spain
Tlf. (+034) 91-6574120
Fax. (+034) 91-6574130
e-mail. [EMAIL PROTECTED]
--
La información contenida en el presente correo electrónico
es secreta y confidencial,y es de uso exclusivo del destinatario
arriba indicado. Si usted no es el destinatario señalado, por favor,
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Re: [otrs] Sorting Tickets
Hello Alvaro,
It looks like I may have been over-enthusiastic with copy and paste, as
'st.change_time ASC' is listed twice.
Please can you try:
$Self -{DefaultQueueSortOrder} = 'st.change_time ASC, st.ticket_priority_id
DESC, ts.name = open DESC, ts.name = en_tramite DESC, ts.name =
nota_del_cliente DESC, ts.name = removed DESC, ts.name = new DESC,
ts.name like closed% DESC, ts.name like pending% DESC, st.until_time ASC';
and let me know that happens. If your want to try and resolve this off-line
and reduced traffic in the list, please feel to email me directly.
Regards,
Graeme
Alvaro Lopez wrote:
Hello all:
I've got a question for all but specially to Graeme:
I Use the modifications that you say, but I've got a trouble, the
sentence that I add to Kernel/Config.pm is the following
-CODE
$Self -{DefaultQueueSortOrder} = ' st.change_time ASC,
st.ticket_priority_id DESC, ts.name = open DESC, ts.name = en_t
ramite DESC, ts.name = nota_del_cliente DESC, ts.name = removed
DESC, ts.name = new DESC, ts.name like closed% DESC,
ts.name like pending% DESC, st.until_time ASC, st.change_time ASC ';
-CODE
But no ticket seen in OTRS, but the Queue shows the number of ticket
that are in this queue. I'm sure that I add all states
If I do: select * from ticket_state, it showns (more or less):
1 new ticket is new 1 1 2005-01-17 12:09:34
2 closed successful ticket is closed successful 3 3
closed
unsuccessful ticket is closed unsuccessful 3
4 openticket is open 2 1 2005-01-17 12:09:34
5 removed customer removed ticket (can reactivate)
7 pending auto close+ ticket is pending for automatic close
8 pending auto close- ticket is pending for automatic close
11en_tramite En trámite 2 1 2005-05-31
15nota_del_clienteObservacion del Cliente 2
The ticket id is as you can see because I add some tickets states and
before it I removed them.
Where is the trouble??
I check:
$Self -{DefaultQueueSortOrder} = ' st.change_time ASC,
st.ticket_priority_id DESC, ts.name = % DESC, st.until_time ASC,
st.change_time ASC ';
But no ticket showns, If I remove ts.name = % DESC from the select
sentence i can see all tickets.
Any Idea?.
Alvaro.
Alvaro Lopez wrote:
thanks a lot.
Alvaro.
Graeme Brough wrote:
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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___
[otrs] Sorting Tickets
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?
--
--
Alvaro López Aranda
GENETSIS PARTNERS
C/ Francisca Delgado, 11, 3º
Arroyo de la Vega
28108 Alcobendas (Madrid)
Spain
Tlf. (+034) 91-6574120
Fax. (+034) 91-6574130
e-mail. [EMAIL PROTECTED]
--
La información contenida en el presente correo electrónico
es secreta y confidencial,y es de uso exclusivo del destinatario
arriba indicado. Si usted no es el destinatario señalado, por favor,
notifíquelo al remitente y borre este mensaje de su disco duro.
Cualquier otro uso que haga del mismo está estrictamente prohibido.
___
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/
Re: [otrs] Sorting Tickets
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?
___
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/
Re: [otrs] Sorting Tickets
thanks a lot.
Alvaro.
Graeme Brough wrote:
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?
___
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/
--
--
Alvaro López Aranda
GENETSIS PARTNERS
C/ Francisca Delgado, 11, 3º
Arroyo de la Vega
28108 Alcobendas (Madrid)
Spain
Tlf. (+034) 91-6574120
Fax. (+034) 91-6574130
e-mail. [EMAIL PROTECTED]
--
La información contenida en el presente correo electrónico
es secreta y confidencial,y es de uso exclusivo del destinatario
arriba indicado. Si usted no es el destinatario señalado, por favor,
notifíquelo al remitente y borre este mensaje de su disco duro.
Cualquier otro uso que haga del mismo está estrictamente prohibido.
___
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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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