Is there a way to change the sort order of states?

Technical assistance
1

Infos:

  • Used Zammad version: 6.2.0
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04
  • Chrome 123.0.6312.87

Expected behavior:

  • Should be able to rename default (internal states) such as new, open to New, Open (which is possible via the console), but is it safe to rename these?
  • Should be able to have a custom sort order for states in the state dropdown when editing tickets. The intuitive order of the states is: New, Open, Pending reminder, Pending Close, Pending. In the absence of having a custom order, a workaround may be to rename the states with a prefix, eg: 0-New, 1-Open etc.

Actual behavior:

  • It is possible to rename the states, but it is unclear from the documentation whether it is safe to do so.
  • I could not find the ability to influence the display sort order of states even via the console.

Steps to reproduce the behavior:

  • No specific steps, just open a ticket and look at the sort order of the stated in the dropdown. It appears to be alphanumeric always.
2

In Version 6.3 you can modify the states via the webinterace. At the moment it is not possible you need to work with rails to rename/create etc.

3

Thanks. I saw the issue Possibility to add custom ticket states · Issue #4862 · zammad/zammad · GitHub where we are introducing the capability of adding a new state via the Web interface.

But looking at the mockups in that issue, I didn’t find a way to use a custom sort order like when adding a new attribute. That’s what I am looking for.

4

You can only “custom sort” states by adjusting the name imho.They’re ordered alphabetically.