When working with a view that contains content from multiple Ticket Forms, I was attempting to Group Tickets by Ticket Form. This worked, however the Ticket Forms appeared to be in a "random" order. After further review, we discovered that when grouping by Ticket Form, the Ascending / Descending options rely (inexplicably) on the numeric Form ID Value to prioritize the sort.
This means that the Ticket Form Groupings will present first > last created, regardless of name or rank in the UI. Would love to see this adjusted to a more appropriate alphabetized ranking.
That said, if this is also presenting a problem for you, there is an (albeit clunky) work around. First, you can create a Custom Field with your form names and put it on each form (tucked away at the bottom in the Support Agent view). Then, create a new Trigger associated with each form wherein the action associates the Custom Field with the Ticket Form upon Ticket creation/update. Once this Custom Field is added to your view, you can then Group by this field, which will sort alphabetically.
Por favor, entrar para comentar.