Gerald let me in on a nifty tidbit of information today - there is a simple way to sort tickets in the ticket list view by creating a shortcut with specified ORDER values. The syntax of the URL is as follows:

http://KBOXHOSTNAME/adminui/ticket_list.php?CUSTOM_FILTER=FILTERNAME&ORDER[]=COLUMNNAME1&ORDER[]=COLUMNNAME2...&ORDER[]=COLUMNAMEN

Where all bolded items are going to be dependent upon data from your environment and fields you'd like to sort on. Here is an example I've created to sort by Status, then by Priority, then by Due Date, and then by Impact (NOTE: a space in a filter name is denoted by a (+) plus sign):

http://kbox/adminui/ticket_list.php?CUSTOM_FILTER=Custom+Filter&ORDER[]=STATUS_ORDINAL&ORDER[]=PRIORITY_NUMBER&ORDER[]=sort_DUE_DATE&ORDER[]=IMPACT_ORDINAL

The field names aren't always straight forward, but you can simply click on a column to sort by it and find its name. For example, you can click on Issue to sort by Issue and you'll notice the URL change to something like this:

http://kbox/adminui/ticket_list.php?CUSTOM_FILTER=Custom+Filter&ORDER[]=TITLE

This tells us that the Issue field is named 'TITLE'. You can string as many columns together as you'd like. This neat little trick only works if you use the "UI" trick to view the full path in the KBOX instead of the masked address in the standard console. For those of you who are not familiar with this, simply add 'ui' to the end of your admin console login (i.e. http://kbox/adminui) and you'll see the full path during your session. This also works with the user control panel (i.e. http://kbox/userui instead of http://kbox or http://kbox/user).
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That is good information, as I did not know about that until about a month ago. We actually use this for users when they login to the user portal. We have multiple help desk queues and have the link saved as you described so that they are automatically placed in the queue that they use the most.
Answered 02/10/2010 by: ustacp
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Hello,

how can you setup the trick in order for when the users log in to the self help portal they will be redirected to the filer short cut?

Thank you in advance for your help.
Answered 03/04/2010 by: chris811
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how can you setup the trick in order for when the users log in to the self help portal they will be redirected to the filer short cut?

You can't do a redirect, but you can save the filter as their shortcut to the KBOX.
Answered 03/04/2010 by: airwolf
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How can I save the filter as a shorcut?

Thank you.
Answered 03/04/2010 by: chris811
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The same way you create any shortcut in your browser. Go to the filtered page and add a bookmark / favorite.
Answered 03/05/2010 by: airwolf
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