It should be possible to sort ConfigItems by name in Overview. Sorting by ConfigItem# doesn't make any sense.
Also it would be very nice if the columns could be resized by dragging the column divider left or right. OTRS usually has a character display limit which must be changed in the .dtl... more »
When help desk staff are looking at which unlocked tickets in their queue they should be prioritising, it's surely the ones with an answer from the customer that are the most important. I was hoping to create a new dashlet that would list tickets first by new... more »
I attached a module (2.4.x) with a well thought concept which was developed with help of the OTRS AG.
In short: A FreeTime field is used to store the last customer contact. The last sender is stored on top to hinder repeated mails... more »
I suggest to display FreeFields (config per sysconfig) in AgentDashboard, AgentTicketQueue and AgentTicketSearch (Search Results).
All views should be sortable by these freefields.
*Sort order in AgentTicketLockedView by reminder time, additional to age. --> gives you a quick overview on whats upcoming, similar to dashboard plugin "upcoming events".
I suggest giving the ability for Agents to view tickets sorted by customer follow-up time, i.e., sort tickets that have had a response from the customer to the top of the list (e.g. in a dsahlet or ticket search).
All these lists are sorted by different keys. one Time its the internal name of the object, one time its the display name and other times its the ID.
Please add a possibility to sort the lists by choosing a column. Perhaps it is possible to make the column header a link to sort by that column. There are plenty examples for such a functionality in the... more »
Now, I can only sort the tickets in the ticket view S (Small). It should be possible to sort tickets in the views M and L too.
It would be great if a agent can change the default used sortby and orderby values for links like the Toolbar item, locked Tickets.
default State now:
default State after customization:
Agents are able to change their sort by Settings in the Queue view.
But there isn't any possibitlity to save this Settings.
I would like to get an oppurunity to do this.