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Znuny4OTRS-SortByLastContact

Free

by Znuny GmbHcompany

Enables sorting of tickets in QueueView, StatusView, and LockedView based on the timestamp of the last contact.

This add-on for Znuny and OTRS Community Edition enhances the ticket overview screens for agents. By default, these views often sort by creation time or priority. This package introduces a new dynamic field 'LastContact' that is automatically updated with every communication (incoming or outgoing). Agents can then sort their Queue, Status, and Locked views by this field to ensure that tickets that haven't had contact for the longest time can be prioritized. The package also includes a script to backfill data for existing tickets.

Features

  • Last Contact Dynamic Field

    Automatically creates a dynamic field (default: 'LastContact') to store the timestamp of the last contact.

  • Automatic Updates

    Automatically updates the timestamp field whenever an incoming or outgoing article (email, phone call, etc.) is created.

  • Enhanced Sorting Options

    Enables sorting by last contact in the QueueView, StatusView, and LockedView screens.

  • Initialization Script

    Includes a command-line script to initially populate the field for existing tickets in the database.

Categories

sortingqueue-viewlast-contactDynamic FieldWorkflow AutomationService Management

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