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#1 24 July 2010 18:04:40
- cohenmitch
- Member
- Registered: 4 July 2010
- Posts: 9
sorting
Dear David:
Your program is working well for
us. One question I have is about sorting. I can't figure out
what order the tickets come up in. It would be fine if it
came up in ticket # order or date order when I browse
tickets. Right now, it seems random.
I was looking in
the program since I know PHP, but it's sourceguardian, so I
can't add a sort "order by" command to any of the
mysql statements or I would do it myself instead of bugging
you.
I also noticed the first 5 seem to be
highlighted with a box around them and the others don't have
a box. I'm not sure if there is a signficance to the first 5
in the list. They seem to start in ticket order but then it
gets mixed up. If you need an admin account, I can add one
for you, if this isn't usually the way it works.
Mitch
Last edited by cohenmitch (24 July 2010 18:05:09)
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#2 24 July 2010 18:45:42
- msworld
- Administrator
- From: United Kingdom (Great Britain)
- Registered: 9 May 2006
- Posts: 4443
Re: sorting
Hi Mitch,
Glad the program is working ok.
Tickets are grouped by priority. High priority first, then
medium, then low. The ones highlighted should be 'High'
priority. After the priority ordering they are then grouped
by id.
If you have a couple of high priority
tickets, and then later a low priority ticket is opened, the
high priority remain at the top.
If you would
prefer the ordering done some other way, then let me know
and I`ll send you the modified files. Actually, as you have
mentioned it, I`ll move this to the defined file so it can
be changed by users.
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#3 24 July 2010 18:57:59
- msworld
- Administrator
- From: United Kingdom (Great Britain)
- Registered: 9 May 2006
- Posts: 4443
Re: sorting
Ok, I`ve made this adjustable for users. Re-download
Maian Support and replace the following:
admin/templates/tickets-open.php
admin/templates/tickets-closed.php
Add the
following to the 'admin/control/defined.inc.php' file:
define('MYSQL_TICKET_ORDERING', 'ORDER BY
ticketStatus,FIELD(priority,\'high\',\'medium\',\'low\'),id
DESC');
So, to have the display in the order the
tickets are coming in, you would do:
define('MYSQL_TICKET_ORDERING', 'ORDER BY id DESC');
Hope that helps.
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#4 25 July 2010 20:48:44
- cohenmitch
- Member
- Registered: 4 July 2010
- Posts: 9
Re: sorting
Thanks David. That worked.
It's much easier for me
to see the tickets when I enter the system in ticket order
with the newest at the top, and I can scan through quickly.
Thanks so much.
Mitch
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#5 25 July 2010 21:47:11
- msworld
- Administrator
- From: United Kingdom (Great Britain)
- Registered: 9 May 2006
- Posts: 4443
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#6 28 July 2010 05:16:58
- cohenmitch
- Member
- Registered: 4 July 2010
- Posts: 9
Re: sorting
David, I found that sorting by lastUpdate has made things
much more efficient for me. I'm adding this in case others
wish to try it. It shows the tickets that were most recently
responded to at the top. I normally filter those waiting for
Admin response. So when I sort by lastUpdate, it puts the
most recent customer responses at the top (which is the way
I like to view it). To make this work, I added an
index for lastUpdate in the mysql table. Then I just
changed your new parameter line to:
define('MYSQL_TICKET_ORDERING', 'ORDER BY lastUpdate
DESC');
It didn't work when I tried this without
adding the index first.
It would also be a nice
feature to see "updated: (with the date)" added to
your status line.
Thanks for the flexibility to
be able to try out some different sorting choices.
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#7 28 July 2010 07:59:14
- msworld
- Administrator
- From: United Kingdom (Great Britain)
- Registered: 9 May 2006
- Posts: 4443
Re: sorting
You`re welcome Mitch, glad the change made things better for you. If you do have any other feedback, don`t hesitate to let me know. I`ve added the 'Last Updated' option to my suggestions list, this will definitely be in the next update. Spam filters for imap should also make it in the next release.
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