Sort by Last Update - OTRS 3.0.1
Moderator: crythias
Sort by Last Update - OTRS 3.0.1
We recently upgraded from 2.4.7 to 3.0.1 and find that the option of sorting tickets by 'lastupdate' does not exist in 3.0.1. Could anyone help us with pointers in doing this?
The yellow star for unread mails does not help us - since this only indicates whether a mails has been read or not.
We would like the queue and dashboard views to be sorted so that tickets with the most recent activity appear at the top of the view, the same way as in 2.4.7 using the Ticket::Frontend::AgentTicketQueue###SortBy::Default: 'LastUpdated' parameter.
Many thanks
Deepak
The yellow star for unread mails does not help us - since this only indicates whether a mails has been read or not.
We would like the queue and dashboard views to be sorted so that tickets with the most recent activity appear at the top of the view, the same way as in 2.4.7 using the Ticket::Frontend::AgentTicketQueue###SortBy::Default: 'LastUpdated' parameter.
Many thanks
Deepak
Re: Sort by Last Update - OTRS 3.0.1
We have same problem
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ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
Re: Sort by Last Update - OTRS 3.0.1
there is no such option
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Sort by Last Update - OTRS 3.0.1
cool
--
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
Re: Sort by Last Update - OTRS 3.0.1
hi...
does anyone has a solution for this problem?
does anyone has a solution for this problem?
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Re: Sort by Last Update - OTRS 3.0.1
Hi.
Attached you'll find an opm package that offers queue sorting by last customer contact. The documentation includes an overview when exactly the timestamp for sorting is updated - you will notice it's a little more complicated than just "Last Update".
Basically the sorting takes care that a new contact is treated as such even when re-opening an old ticket.
The module was once written by xxx for us. I ported it to 3.0 framework because I knew someone would need it
Greets & have fun
Daniel
Attached you'll find an opm package that offers queue sorting by last customer contact. The documentation includes an overview when exactly the timestamp for sorting is updated - you will notice it's a little more complicated than just "Last Update".
Basically the sorting takes care that a new contact is treated as such even when re-opening an old ticket.
The module was once written by xxx for us. I ported it to 3.0 framework because I knew someone would need it
Greets & have fun
Daniel
You do not have the required permissions to view the files attached to this post.
Re: Sort by Last Update - OTRS 3.0.1
hi thanks...
but for this i have to use Freetime1 - i want to use change_time... so that i can see in my dashboard all tickets sortet by change time...
but for this i have to use Freetime1 - i want to use change_time... so that i can see in my dashboard all tickets sortet by change time...
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Re: Sort by Last Update - OTRS 3.0.1
You can sort tickets in the dashboard by FreeTime too. Go to Ticket -> Frontend::Agent::Dashboard and change the "Attributes" of the Dashboard Modules:
I found it particular usefull to display open and new ticket in one dashlet, so I added two StateTypes:
Greets
Dan
Code: Select all
StateType=new;SortBy=TicketFreeTime1;OrderBy=Up;
Code: Select all
StateType=new;StateType=open;SortBy=TicketFreeTime1;OrderBy=Up;
Dan
Re: Sort by Last Update - OTRS 3.0.1
this i already found... but how can i put the change time of the ticket to the TicketFreeTime1? or can i put the ticket change_time table ticket to this filter?
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Re: Sort by Last Update - OTRS 3.0.1
Did you run the updatelastcustomercontact.pl ?
Re: Sort by Last Update - OTRS 3.0.1
no not really... how can i runs this? what does this file do?
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Re: Sort by Last Update - OTRS 3.0.1
The file extracts the last customer contact of each open ticket and writes it into the FreeTime field. This guarantees that currently open tickets get included in the new sorting.
The file should be run in the bash/shell on the server. You might wanna try this on a test-system or at least make a backup of your db first. I don't see where it would do any harm but then again it's never very intelligent to trust someone in an online forum
Greets
Dan
The file should be run in the bash/shell on the server. You might wanna try this on a test-system or at least make a backup of your db first. I don't see where it would do any harm but then again it's never very intelligent to trust someone in an online forum
Greets
Dan
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Re: Sort by Last Update - OTRS 3.0.1
Dan,
Thanks a million for this, very useful! Can I mention something about the included PDF? The Sysconfig setting names a re a little out of date. It also doesn't mention in the Installation section that you have to manually run the .pl file via the console. It's an excellent package though.
Kevin
Thanks a million for this, very useful! Can I mention something about the included PDF? The Sysconfig setting names a re a little out of date. It also doesn't mention in the Installation section that you have to manually run the .pl file via the console. It's an excellent package though.
Kevin