Service: How To Get The Correct Sort Order For Service Requests (Doc ID 293209.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Customer Care - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Goal

The default sort in the Results section of the Search Service Requests form is displaying Service Request Numbers out of order. It appears that it is applying the sort as text. For example:

Request
1806
2
2006
202
2216

Log into Customer Support Responsibilty
Navigate to Service Requests > View Service Requests
Search on Status = Open

Also happens in the Service Request tab of the Contact Center
Navigate to Customer Management > Contact Center
Enter Customer and go to Service Request tab

 

 



The spreadtable displays all open Service Requests, sorted by Service Request number but the sort is not in numeric order.

Solution

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