This jibes with something we were talking about in dev earlier. The 'last updated date' on a ticket shouldn't just be e-mail replies. We can add new dates to the address record for the customer's latest reply and our latest compose to them (which helps address book, CRM, etc).
I've assigned this to myself to think about. Overall, I agree about bumping the ticket activity for more actions.
CHD-954 is a different issue to this (although there's some overlap) - I was mainly referring to Last Action rather than Updated...
Whether or not Updated is "updated" is debatable, but Last Action definitely should be in my view... because adding a comment (for example) was the last action on the ticket.
Make sure you consider Damien's comment as he is correct. There is demand for a revamped "Last Action" that includes something other than "inbound/outbound" messages.
The author of
CHD-856 wanted a "Date of Last Comment" column or more generally a way to see when new worker activity (non-email) was occurring on a ticket. Even though he worded his argument a little differently, I think Damien's suggestion would satisfy him as well.
Closed
CHD-1245 as a dupe in favor of the larger request here for a refreshed 'updated' column when commenting.
This isn't a feature request this is a BUG. The fact that the "Updated" field only gets updated when someone replies is very confusing and misleading. At a min. I should be changed to Last Replied at least that would mislead people if the ticket has been updated or not.
Thanks
Robert
Robert, I agree. But I don't think it makes any difference to how quickly they fix it. I see that Dan changed it anyway just for you :)
http://wiki.cerb4.com/wiki/Purge_Contact_Addresses
Plug-in attached to this wiki page give a partial fix to this issue. Still a little more I would like to do but this is a good start to a fix. More changes coming.
Thanks
Robert
Bug
Open
[Worklist Columns] A way to sort by newest activity where adding notes or comments bumps ticket to the top
