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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 (24-07-2010 17:05:09)
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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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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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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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You`re welcome Mitch. 
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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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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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