Something that's boggled my mind for over a year is that when I post a Note or Reply to a ticket the "Last Updated" date does not change. To me, when I update a ticket, the value of "Last Updated" should also change.

In my research I found the following in
include/class.ticket.php

in the function save
the "updated" class variable is changed
but the "lastupdated" class variable is NOT changed

by adding this line, immediately below where $this->updated is changed
$this->lastupdate = SqlFunction::NOW();

Now the software properly changes the value of "Last Updated" and my list of tickets is properly sorting and listing the true last time I updated a ticket.

It would be great if this logic could be added to the next release of osTicket.

Internal Notes purposely do not update the last updated, as they are not updates sent to the client (user) / owner of the ticket.

    ntozier So, what is the suggested workflow in order to list tickets by those most recently updated. And when I say "most recently updated", I mean, any action taken.

    To me, any action taken on a ticket, even adjusting the due-date would mean that ticket was viewed and acted upon in some fashion, in other words, it was updated.

      Your definition / workflow does not match the one that the devs assign to the updated. You would either have to change your definition or alter the core files to make it work the say that you have to suite your needs.

        ntozier
        Yeah, that's what I figured.

        The issue we encounter is that we're working on different tickets daily and it's helpful to see those most recently updated listed at the top of the list since they are also the ones typically nearing completion. Instead we try and recall the words used in the ticket and click Advanced in order to search by keyword. The default search box above the list of tickets ends up search every ticket in the system, not just the queue being shown. (i.e. when viewing "assigned to me", the top search box doesn't search just the "assigned to me" queue)

        In general I find osTicket nice to use. But wrapping my head around some of the built-in workflows is a struggle and non-intuitive.

          ntozier
          One other thought - if "updated" means the last time there was an interaction with the client/owner of the ticket, would that better be classified as "last response" or "last reply" or "last contact" ??

            Last question ... when choosing columns to display, what do each of these column names actually mean:

            Last Message
            Last Response
            Last Updated

            @cfa-it

            Last Updated is updated by the following actions only:

            • Create Ticket
            • Change Status (Close a Ticket, Open or Reopen a Ticket, etc.)
            • Update a Field (Inline Edit or Full Ticket Edit)
            • New User Message

            So, Last Updated shows the time stamp of the most recent event of the above actions.

            Last Message shows the time stamp of the last (most recent) message from the User.

            Last Response shows the time stamp of the last (most recent) response from the Agent.

            The search box above the queues is a "quick search" option that's best used to search User Emails and Ticket Numbers (of course it searches all tickets, why wouldn’t it?). You can use Quick Search to search keywords as well and make use of MySQL BOOLEAN MODE Operators (reference MySQL documentation for more info on that). The Advanced Search option is the best option for drilling down specific criteria to show you exactly the tickets you are looking for. So if you wanted to search tickets just in the queue you are in you can create an Advanced Search with the same criteria as the Queue and add your additional search parameters.

            Cheers.

            4 months later

            Hey guys, necromancer here.
            I believe it would make sense to include in "Last Updated" an agent reply to the user.

            9 months later

            Is there any way then currently, to have a queue that shows a field for the last time ANYTHING was changed on the ticket? User message, agent message, status change (possibly even an internal note)?

            @ChrisAnders

            Not without customizing the code. I replied to your comment on Github for Last Response times in Queues.

            Cheers.

            a year later

            Hey, same feature request over here.
            I want the dateline updated, when adding a internal note.
            As cfa-it supposed, I could edit include/class.ticket.php

            I wonder if this effects any other behavior or logic of osticket?

            Cheers

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