In the list of open tickets, it would be very helpful if there was a column which stated who made the last entry on an open ticket (and ideally the date of the last post). When there are multiple tickets open waiting on for example technical support to resolve an issue (which could takes weeks based on their priorities), if the email is missed (or is not received for what ever reason), the only sure way is to go through each ticket one by one every day to see if a ticket has been updated. If you have a good memory you can see the number in brackets has been updated but when there are many tickets open that's a real hit and miss approach. The simple addition of who the last respondent was would quickly indicate there has been a response from eg technical support or the customer.

Depending on your configuration, you can already see who responded the last time - not the names, but you can see if it was the customer or an agent.When you enabled the "answered" queue (Enable here: Admin panel -> Settings -> Tickets -> Answered Tickets), osTicket behaves like this:- New Ticket -> Ticket goes to Open queue- Agent answered the new ticket -> Ticket goes to Answered queue- Customer replies to the agent -> Ticket goes back to the Open queueSo based on who responded the last time, the ticket is either at the answered or the open queue which helps a lot, when you usually put the tickets into the "Answered queue" by replying to the ticket. When it then appears back at the "Open queue" you know that the customer replied ;)

Thanks for your response Chefleks.The problem is we have two levels of support. One is Customer Support who deals directly with the customer. The second is outsourced to Technical Support. So if Customer Support needs to refer an issue to Technical Support we then wait for Technical Support to get back so we can either discuss the issue further or advise the customer the problem has been resolved.The issue is the lack of notification when Technical Support responds. Of course they could use the reassign  but often it does not need to be reassigned when discussion/ clarification takes place between Tech & Customer Support.Hence the best solution I see is to have a column advising who last responded.

To change your ticket list you need to alter the source files.http://forum.osticket.com/d/discussion//a-better-ticket-list

4 months later

@Chefkeks, Thanks for your explanation, that said, this explanation really  needs to be updated and made up more prominent. 1.9.6Assigned Tickets: Exclude assigned tickets from open queue. Answered Tickets: Exclude answered tickets from open queue. and then osticket works like a dream . . .Just like you described !!Befor this it was a real battle for the staff to work effectively on there tickets

Sorry the ticket did not come thru,"Exclude assigned tickets from open queue. " NOT ticked" Exclude answered tickets from open queue " IS ticketed

9 years later
function render($row) {
         $text = $this->renderBasicValue($row);
        if ($text && ($filter = $this->getFilter())) {
            $text = $filter->filter($text, $row) ?: $text;
        }

        $styles = array();
        if ($text instanceof LazyDisplayWrapper) {
            $text = $text->display($styles);
        }

        $text = $this->applyTruncate($text, $row);

        foreach ($this->getAnnotations() as $D) {
            $text = $D->render($row, $text);
        }
        foreach ($this->getConditions() as $C) {
            $text = $C->render($row, $text, $styles);
        }
        $style = Format::array_implode(':', ';', $styles);
        $nname = $this->getName();
        if( $nname == "Last Updated"){
            $sql = 'select * FROM ost_thread_entry where thread_id='.$row["ticket_id"].' ORDER BY created DESC  LIMIT 1 ';
            
            $result =  db_query($sql);
           $postername = "";
           if ($result->num_rows > 0) {
            while($row = $result->fetch_assoc()) {
              $postername = $row["poster"];
            }
            $text = $postername;
          }
         }
            
        return array($text, $style);
    }

Replace this method in class.queue.php in upload/include folder.

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