Service Request Tasks: JTF Grid - Sorting In Datasource Not Working For One User

(Doc ID 2309629.1)

Last updated on SEPTEMBER 20, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

Users need the Service Request Tasks to be sorted by Task Number in Descendant order.
(The newest Tasks at the top).

The Datasource CS_SERVICE_TASKS (View = CS_SR_TASKS_V) shows the following Sort Order:
         . Primary = PLANNED_START_DATE
         . Secondary = TASK_NUMBER
         . Tertiary = TASK_TYPE

Workaround:

Since TASK_NUMBER is VARCHAR and the sorting would not be accurate (e.g. 100345, 112, 20034, 214, 3445...), a workaround was implemented using TASK_ID as the Primary criteria for the initial query.


Steps:

(R) Service
(N) Service Requests > Create Service Requests

 - Query SR
 - Navigate to the Tasks tab.

=> The grid is pre-sorted by Task Number, ignoring the pre-defined sorting by TASK_ID.

What is Working:

For all users, the Tasks are listed in Descending order according to the new setup, but for one specific User, they are listed in a different order.

Cause

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