The way the code is written, it also keeps the tickets bolded when they are closed without replying. I assume, this is probably not wanted behavior, so this is my proposed modification. I am by no means a pro, so please feel free to comment.
in include/staff/tickets.inc.php
Originally posted:
$myticket = new Ticket($row);
$subjstrong='';
$subjstrongend='';
if($myticket->getLastReplyRespondent()) {
$subjstrong='';
$subjstrongend='';
}
Modification:
$myticket = new Ticket($row);
$subjstrong='';
$subjstrongend='';
if($myticket->getLastReplyRespondent() && $myticket->isOpen()) {
$subjstrong='';
$subjstrongend='';
}
In regards to the sorting of Last Updated column. I believe the reason it is not working is that the order is based on ticket.updated column, but the displayed data is actually in ticket_response table. I am not sure how to fix it though, but it involves replacing the 'last'=>'ticket.updated' assignment in the array below.
in include/staff/tickets.inc.php
$sortOptions=array('date'=>'ticket.created','last'=>'ticket.updated','ID'=>'ticketID','pri'=>'priority_urgency','dept'=>'dept_name','ass'=>'username');
Hope this is correct?:)