I am using boxbilling 4.20 and I'd like to show to my clients how many tickets are waiting to be server before their one. You need to provide a patch in diff format for making the following improvements to boxbilling 4.20:
In the client's tickets page, show the number of tickets waiting to be served before each ticket. The number is computed counting the number of open tickets in the selected support help desk, waiting for an answer for a time longer than the ticket analyzed.
So let's check this example. There are three clients (A, B and C) and they have the following tickets in open state:
Client A - ticket #167 open 11/26 at 10:00 with no reply from support
Client B - ticket #134 with last reply from client at 11/25 at 9:00
Client B - ticket #190 open 11/26 at 13:00 with no reply from support
Client C - ticket #180 open 11/26 at 12:00 with no reply from support
Client C - ticket #125 with last reply from support at 11/25 at 12:00
From a support point of view, the ticket ordering will be the following:
Ticket #125 is not counted because it is awaiting answer from client.
So the number of previous tickets waiting for each ticket will be in the order: 0, 1, 2 and 3.
This number needs to be shown in the client's tickets page, adding a column named Position. For tickets awaiting for client response, no position will be shown.