Hi Emily,
On Oct 19, 2009, at 1:47 PM, Alexander Halle wrote:
Emily Flynn wrote :
Does anyone know how to get rid of the sort by priority in queue?
I just want to sort tickets in queues by age as priority levels
aren't really used at the minute.
It kind of defeats the purpose of using priorities, when you do not
prioritize. Please think about using the default functionality as
designed. You can turn off the priority fields throughout OTRS and/or
use and ACL to blend out all other priorities other then the default
level, so that these fields cannot be used, as an alternative. The
only screens not possible to turn the functionality off is the phone
and email ticket. So an ACL will take care of that.
Hello Emily,
AFAIK this is builtin and not configurable.
q
You can only change the secondary sort criterion. So if you really
don't need priorities then you could as a workaround use the same
priority for all tickets to eliminate this builtin first sort
criterion.
You are very right. This is hard coded in AgentTicketQueue.pm
else {
157
%Sort = (
158
SortBy => [ 'Priority', $SortBy ],
159
OrderBy => [ 'Down', $OrderBy ],
160
);
161 }
Also you could use the small view where you can sort tickets
manually by each row.
This is also a good alternative. Thanks for the tip and supporting
your fellow members!
@Emily, you can turn off the sorting, with a little Perl knowledge.
But, as you have heard some good alternatives, I recommend not doing
it. Just a tip!
--
Shawn Beasley
[email protected]
Computers make work that one would not have without them go faster!
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