Sort Order on Service Desk List Forms does not work for the second attribute in Service Desk Manager

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

We set up a new sorting of the incident list following KB article Change Sort Order on Service Desk List Forms

However when the first list attribute (z_sort2) has the same value, it is not following the sorting by the second attribute (open_date). 

Current Sort Columns: z_sort2 DESC, open_date DESC

Environment

CA Service Desk Manager 17.x

Cause

Configuration issue in the Sort Columns field

Resolution

The DOMSET we specify only works with the first column specified. The presence of other columns is only for the notion that the sorting can also be done with other columns.

The majic layer(domsrvr) internally maintains a list which can be used for sorting with any of the columns specified in the DOMSET definition.

If the DOMSET in_list_web is specified like "open_date DESC, id DESC, mintime=min(attached_slas.time_to_violation), .......".

Whenever a list page is opened, it always sorts by the first column only i.e., open_date DESC. The presence of id DESC , mintime e.t.c means that sorting is available on these columns as well when we explicitly click the relevant column on the user interface.

In this case, the list page should sort with both z_sort2 DESC and open_date DESC. You need to write it as a composite SORT(Plus Operator +)

like:

z_sort2=z_sort2 DESC+open_date DESC

This will sort with both z_sort2 DESC and open_date DESC

Example:

Results: