Open Script Solution

Today I received a new request about how to order by LastMessage field in My Tickets page of osTicket v1.6 RC5. Here is the quote of the topic:

Hello here is my problem.
I want to order the tickets in Tickets -> My Tickets menu in order to have le last tickets in which the client send another message on the top of the list instead of a list ordered by date of creation.

I’m trying to change that because my custumer service employees usually have more than 300 mails opened and its better if the last updated tickets are on the top instead of everywhere on the list.So the will be able to answer easier and faster .

Thanks for the help and sorry for my english

i’m using 1.6 RC5 version

So I made modification to make this request comes true. The final result I made is now there is two new columns in the list of ticket. They are: Last Response and Last Message, and by default, the list will be ordered by Last Message. You are able to sort the list based on those two new fields or columns.

1. Open \include\client\tickets.inc.php file, and find this code:

   28	$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_id','dept'=>'dept_name');

   then replace with this following code:

   28	$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','lastresp'=>'lastresponse','lastmsg'=>'lastmessage','pri'=>'priority_id','dept'=>'dept_name');

2. Find again this code:

   42	$order_by =$order_by?$order_by:'ticket.created';

   then replace with this following code:

   42	$order_by =$order_by?$order_by:'ticket.lastmessage';

3. Find again this code:

   47 48

   $qselect = 'SELECT ticket.ticket_id,ticket.ticketID,ticket.dept_id,isanswered,ispublic,subject,name,email '. ',dept_name,status,source,priority_id ,ticket.created ';

   then replace with this following code:

   47 48

   $qselect = 'SELECT ticket.ticket_id,ticket.ticketID,ticket.dept_id,isanswered,ispublic,subject,name,email '. ',dept_name,status,source,priority_id, ticket.created, ticket.lastresponse, ticket.lastmessage ';

4. Find again this code:

   92 93

   <th width="100"> <a href="view.php?sort=date&order=<?=$negorder?><?=$qstr?>" title="Sort By Date <?=$negorder?>">Create Date</a></th>

   then replace with this following code:

   92 93 94 95 96 97

   <th width="100"> <a href="view.php?sort=date&order=<?=$negorder?><?=$qstr?>" title="Sort By Date <?=$negorder?>">Create Date</a></th> <th> <a href="view.php?sort=lastresp&order=<?=$negorder?><?=$qstr?>" title="Sort by Last Response <?=$negorder?>">Last Response</a></th> <th> <a href="view.php?sort=lastmsg&order=<?=$negorder?><?=$qstr?>" title="Sort by Last Message <?=$negorder?>">Last Message</a></th>

5. Find again this code:

   118	<td nowrap>&nbsp;<?=Format::db_date($row['created'])?></td>

   then replace with this following code:

   118 119 120

   <td nowrap>&nbsp;<?=Format::db_date($row['created'])?></td> <td nowrap>&nbsp;<?=Format::db_date($row['lastresponse'])?></td> <td nowrap>&nbsp;<?=Format::db_date($row['lastmessage'])?></td>

Hopefully this is helpful.