[Solved] Change Default Sort Order for tickets from Age to Changed

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pargatz
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Posts: 11
Joined: 17 Dec 2015, 07:07
Znuny Version: 5.0.1
Real Name: Pargat Singh
Company: Bliss Tech Solutions

[Solved] Change Default Sort Order for tickets from Age to Changed

Post by pargatz »

Hi,

The default sort order for tickets in queue view is set to "Age" and can be changed to "Ticket number" or "Title"

Is there some method by which I can set it to "Changed" time.

I have to click it everytime and it is a little annoying and also time wastage to do it after replying to every ticket.

I am on OTRS 6.

thanks and regards
Last edited by pargatz on 20 Mar 2018, 08:42, edited 1 time in total.
lido
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Joined: 25 Oct 2017, 16:21
Znuny Version: 6.0.5

Re: Change Default Sort Order for tickets from Age to Changed

Post by lido »

On your OTRS, navigate to: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketQueue

On the setting named "Ticket::Frontend::AgentTicketQueue###DefaultColumns" make sure the "changed" field is "2 - enabled by default"

Edit the file "Kernel/Config/Files/XML/Ticket.xml" and search for: "Ticket::Frontend::AgentTicketQueue###SortBy::Default". You should find something like this.

On that xml structure there are 5 fields that you are allowed to set as ordering. But note that the "changed" field isn't there. Just copy one of the existing fields (for example, this one), paste it just below and rename it to changed.

Then, go back into: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketQueue and change the setting named "Ticket::Frontend::AgentTicketQueue###SortBy::Default" to "Changed".

Then, run the following commands:

su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheGenerate" -s /bin/bash otrs

That should be it.
pargatz
Znuny newbie
Posts: 11
Joined: 17 Dec 2015, 07:07
Znuny Version: 5.0.1
Real Name: Pargat Singh
Company: Bliss Tech Solutions

Re: Change Default Sort Order for tickets from Age to Changed

Post by pargatz »

Thanks a lot this worked perfectly!!!
:D
lodperera
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Joined: 12 May 2016, 02:52
Znuny Version: 5.0.9-01
Real Name: Oshada Perera

Re: [Solved] Change Default Sort Order for tickets from Age to Changed

Post by lodperera »

thanks lido.

I had to clear the cache using the code provided by lido

Code: Select all

su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheGenerate" -s /bin/bash otrs
to see the "Changed" option appear as an option in "Ticket::Frontend::AgentTicketQueue###SortBy::Default"

just my 2 cents for a total noob.
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