[OTRS6]Default Sorting on Agent Dashboard

[derboehsevincent]

Hi, I just converted to Version 6 to see how it looks. Whoever thought that the System Settings in OTRS are too hard to understand, has not seen Version 6 yet . Nervermind, where do I find the setting to change the default sorting order on the Agent Dashboard. Currently it's age, ascending but I like to have it descending.

BR
Vince

[wurzel]

Hi,

this should be configurable in new System Configuration

Frontend > Agent > View > Dashboard


Florian

[derboehsevincent]

Thanks, for the reply.
I've tried to edit
DashboardBackend###0130-TicketOpen (which I assume is the view I'm referring to) and added a new Key/Value

Sort -> Sortby=Age but no luck. No Idea how to say Age descending or ascending.

sort1.png

But Still, wrong direction

sort.png

[root]

Hi,

It's always a good idea to take in look into the source code (see the parameter module)

https://github.com/OTRS/otrs/blob/maste ... ic.pm#L613

- Roy

[derboehsevincent]

Thanks roy,

yes, it's always a good idea to look into the sources, but in a project this large - it's nearly impossible for a non-otrs developer to find the right file/spot. But I finally made it, thanks to your advice, changing Line 618 to

Code: Select all

$TicketSearch{OrderBy} = $TicketSearch{OrderBy} || 'Down';

changes the default sort order.

[root]

Hi,

I recommend not to change the code, the link was only for information on parameters. You can add the parameter to the SysConfig and you change will survive updates

- Roy

[jojo]

that was not the idea to change the code. It just shoulkd help you to find the correct names for sysconfig

[derboehsevincent]

I'm a pragmatic guy. I need things to work. But please, I want to learn. How do I know, by looking at the provided link, that this setting is found under Frontend->Agent->View->TicketStatus? Which doesn't make any sense to me....status != sorting. I only found it by random, while looking for another setting.

[scottbrady]

Thanks, I just upgraded and was trying to figure this out. From looking at the code referenced I was able to set default sorting for the new and open tickets on the dashboard by adding OrderBy=Down; to the Attributes section for the TicketNew and TicketOpen items in the System Configuration.

Admin > System Configuration > Frontend > Agent > View > Dashboard

new.PNG

open.PNG