Re ordering items in, and for, tickets

Answered Jo C. ● ago

Hi it would be really great if I had the ability to reorder the list of users, please? I already have this ability for ticket categories - I make them alphabetical so that when I'm raising a ticket I can easily find and select the correct category. At the moment when I try to assign users to the ticket its a pain that they are not alphabetical also.

Also, even though in 'fields and properties' I have changed their order, this hasn't transferred to the order in which they appear in my tickets. Event though I'm in the list of ticket properties. Please see attached screengrab of the ticket properties list in the admin, and a screengrab of a new ticket so you can see how they differ in their order.

Is this something you can amend for the next release, please?

regards jo

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Replies (4)

Guest ●

Hello, Jo,

Could you please clarify your request with users reorder? Do you mean that when you select a responsible agent from the list of users in the left side bar of ticket page users are not in alphabetical order?
As I can see from your first screenshot you enabled in Admin area next fields for tickets (assigned agents, category, date required, priority). On the second screenshot it's clear that these fields are placed in the same order as in Admin area. Field "Status" appears in the left side bar on the ticket page after its creation.

Let me know your thoughts please.

Jo C. ●

With regards to question 1 - yes exactly.

With regards to question 2 - yes but Sharing is the first field in the ticket and, whilst I want it as a field, I certainly don't want it to appear first. However, this field doesn't appear in the ticket properties list so I can't move it.

Guest ●

Hello, Jo,

we cannot confirm the issue with users order in our environment. When agent tries to assign responsible for the ticket he clicks in the field Responsible on ticket page and all agents appear in the list in alphabetical order. Could you please provide us screenshot where you experience such issue? Thanks in advance.

As for tickets fields, we'll work on making "Sharing" field changeable. Thanks for reporting it.

Jo C. ●

Hi Liza

Okay I've just opened a new ticket and, indeed, the users are in alphabetical order. It wasn't like that before - honest! But great that it is now. I've only just carried out the latest update so maybe it was fixed then. Sorry!