Am Montag, den 04.02.2008, 18:53 +0100 schrieb Marcus Sobchak :
> since a few hours I'm trying to sort the queue view in that way, that
> the ticket with the last customer answer is always on the top, like in
> an email inbox. I played around with the settings in
> "Frontend::Agent::Ticket::ViewQueue" but can't figure it out.
It seems that this is not a standard feature of ORTS. This is my
solution:
I put the following code to Kernel/System/PostMaster/NewTicket.pm and
FollowUp.pm after the "set free ticket text" section:
-----------
# set free ticket text
my @Values = ('X-OTRS-TicketKey', 'X-OTRS-TicketValue');
[...]
}
# start of my stuff
#
use POSIX qw(strftime);
my $timestamp = strftime "%Y-%m-%d %X", localtime;
$Self->{TicketObject}->TicketFreeTextSet(
TicketID => $Param{TicketID},
Key => "lastchange",
Value => $timestamp,
Counter => 1,
UserID => $Param{InmailUserID},
);
# end of my stuff
-----------
What does it do? It sets for all incoming new and followup email
X-OTRS-TicketKey1 / X-OTRS-TicketValue1
X-OTRS-FollowUp-TicketKey1 / X-OTRS-FollowUp-TicketValue1
to key "lastchange" with the value of timestamp "%Y-%m-%d %X".
Next step is to set
Ticket::Frontend::QueueSortBy::Default:
to "TicketFreeText1" in Sysconfig, which causes the queues to be sorted
by the timestamp in TicketValue1.
I don't know if this is the otrs-way, but I could find an answer to this
question on the lists. Any ideas are welcome.
Ciao,
Marcus
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