Hello,
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';
If you want to sort by status, you MUST ensure that the values you define for
'ts.name' are valid statuses for your installation (we created a number of new
ones), otherwise sorting by priority, timestamp, etc. is straightforward. You
may also 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.
Regards,
Graeme
[EMAIL PROTECTED] wrote:
> I'm thinking about using OTRS for a client's site. One of the features I
> absolutely need is the ability to sort all of my tickets into the exact
> order I want. I know a lot of systems only allow you to specify a few
> priority levels and then sort tickets by those levels. Is the kind of
> custom sorting I'm looking for possible with OTRS?
>
--
==============================================================
Graeme Brough [EMAIL PROTECTED]
Customer Account Management Support Team
Internal: x(70) 73488
Worldwide: +44 (0)1506 673488
Sun Remote Support Centre Linlithgow, UK
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