Ticket age on follow-ups

[flowka]

Hi,
we've configured our OTRS to reopen tickets on follow-up. If an old ticket gets reopened it displays with an age of 100 days or so in queue views. We'd like to serve our customers in order of their request arrive (FIFO). The problem is that "old" reopened tickets are sorted on top of the queues.

Best fit for our needs would be an altered definition of ticket age. Something like "time since last ticket article" instead of "time since ticket creation".

I'm sure that I'm not the first one asking for this, but I could not find anything about the topic here. Does anyone have an idea or suggestion?

Thanks
- Timo

[yuri0001]

Hi!
A simple idea in your case - to open new ticket on follow-up & yuor FIFO order will done. Further you can merge new ticket with old one.

[flowka]

Thx. That workaround would break other workflows. Everything works fine - it's just a display issue.