Sort interactions in Ticket by date by default

[DAcker]

Hi community,

how to sort interactions in C4C Tickets by date by default in Grid View?

Don't know why the default is the oldest first and not the newest... Currently, we have to click the sort button every time in the interactions tab to see the newest first.

Can I configure this somewhere?

Thanks & best regards,

Deborah

[sandeephebbar · Accepted solution]

Hi Deborah,

There is a scoping question under BC which controls this action in Grid view.

Please scope this to correct the sorting option in Grid view.

Path:

1. BC-> Scoping

2. Under 4. Questions section, select Service

3. Customer Care-> Service Request Management

4. Flag the Question: Do you want to show the latest ticket interactions at the top of the list?

Regards,
Sandeep

[DAcker · Accepted solution]

sandeep.hebbar2 thanks - it's working!

[DAcker]

@ ale.kinsbru It's the case currently in our Service Cloud that in the List view the interactions are sorted descending (latest in top) and we set the grid view as default because you get quicker an Overview on the content of the single interactions. But the grid view is sorted ascending (oldest top)... Any ideas? How is it working in your system?

Thank you very much for help! 🙂

[Kinsbrunner]

I have been making several checks but none of them worked. Evenmore, I have tried introducing some adjustments over UI Designer and still no luck. Unfortunatelly, my best proposal is to to raise an incident for SAP.

[DAcker]

I will do so. Thanks nevertheless ale.kinsbru .

[Kinsbrunner]

Hi Deborah,

You can definitelly configure that through Adaption Mode. While standing on any Ticket > Interactions in FIORI:

a) Click on 'Open layout in HTML5',

b) Adapt >> Edit Master Layout

c) When hovering over the column, you will see that the following icons appear, you need to click on the one of the right which corresponds to 'Configure sorting and grouping by':

d) A popup allowing you to set your business logic will appear, it is very intuitive:

Hope this helps and kindly Acept the anser if this solves your query ;).

Regards.

Alejandro.

[DAcker]

Hi ale.kinsbru ,

thanks for the response! That's the way to change the sorting in the list view of interactions. Do you also know how to configure the descending sort in the grid view?

Regards, Deborah

[Kinsbrunner]

As per my understanding the system is not re-reading the interactions when changing the view, that would really be unperformant! Therefore, I believe this should work for you. Have you tried doing it?