My Oracle Support Banner

CRM: Case Search - Case ID's not sorting correctly if they are different lengths (Doc ID 1111933.1)

Last updated on JULY 22, 2020

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

ISSUE:  Case id's are not getting sorted correctly when the caseid's are different lengths. This happens in Support/Helpdesk > search cases as well as on 360-degree view page.

Sequence:
Navigate to Support > Case Search
Fill in any search criteria e.g., BU and case status
Hit search. Notice that the case results are not sorted correctly by Case ID's - if the case id's are of different lengths they are not sorted in the right order.

There is no error that occurs but it is expected that on clicking the Case ID column name, one can see the ordering arrows - upward arrow and downward arrow for ascending and descending respectively, but the caseid's are not really sorted in ascending or descending order when you click the column name.

For caseid's with same length's sorting works fine. When Case ID is added as a sort order field in configurable search, this works fine as well.

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.