Properties displayed in reverse order opening ticket in Virtual Analyst

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

In a certain category, the property fields for new tickets are defined in a specific order.  When opening a ticket in Virtual Analyst, the properties are presented, but the order is reversed, the last property being presented first.

Steps to reproduce:

1. In Administration -> xFlow Interface -> ServicePoint -> Configurations -> Default go to the "4. Feature Configurations" tab and make sure that "Virtual Analyst Auto Categorization" is configured and set to "Yes", and that 'Virtual Analyst Create Request Template" and "Virtual Analyst Create Incident Template" are enabled and configured as well.
   
   
2. In "Service Desk -> Administration -> Service Desk -> Requests/Incidents/Problems -> Area" select an area from the list like "Email"
   
   
3. On the "Email Request/Incident/Problem Area Detail" page go to "General -> Properties" tab and add a list of properties, giving each one its own sequence number.
   
   
4. In Service Point, start a chat, request to open a ticket relating to emails.  The property you listed last is presented first.
   
   
5. Customer is wondering why the properties are not presented in the same order he specified.  
   
   
6. The same is true with the drop down list.  In the Property Validation Rule Detail page, the options are listed in the order I entered them.  It's different in VA.

Environment

Service Desk Manager v 17.x up to 17.4 RU1

Resolution

Problem will be fixed in 17.4 RU4