EAR 9.2: View/Update Conversations Search Page Displaying Conversations In Descending Order By Default, But Within The Same Date Value, The Order Is Reversed And Becomes Ascending
(Doc ID 2555082.1)
Last updated on DECEMBER 26, 2019
Applies to:PeopleSoft Enterprise FIN Receivables - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.
Customer Conversations search list displays the results by date on a descending order, with the Messages/Conversations having the most recent date at the top, and the oldest ones at the bottom. However, should there be multiple Messages/Conversations on the same date value, those are being displayed in ascending order, contradicting the previous logic.
1.- Log into the CUSTOMER Portal as an eBill Payment Contact User
2.- Navigate to: eBill Payment > Contact Us
3.- Create a first message AAA, and send it
4.- Create a second message BBB, and send it
5.- Create a third message CCC, and send it
6.- Log into the EMPLOYEE Portal as a Receivables User
7.- Navigate to: Customers > Conversations > Update Conversations
8.- Perform a search, and find that the 3 messages are being displayed for the same date, but their order is ascending, when it should be descending by default. System displays top AAA, then second BBB, and finally CCC.
9.- Navigate to: Accounts Receivable > Customer Interactions > Conversations > View/Update Conversations
10.- Perform a search, and find that the 3 messages are being displayed for the same date, but their order is ascending, when it should be descending by default. System displays top AAA, then second BBB, and finally CCC.
To gather more information concerning this scenario and its related problem, refer to the available Replication Steps Word Document here linked containing the complete configuration and the replication steps necessary to reproduce the issue.
With the pass of time, there will be many Messages/Conversations for each Customer, and the Users cannot have a proper order of the displayed rows, which misleads them when actions need to be taken. At this stage, the order of conversations is not to be trusted.
The View/Update Conversations search page has by default the sorting of Conversations in descending manner, with the latest one at the top, and the oldest one at the bottom. This logic should not stop at Date value, but at the complete value stored as Date Stamp (Date, Hour, Minute, Second...).
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