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  1. Jira Service Management Data Center
  2. JSDSERVER-6908

Document the behaviour of My request sorting in the customer portal

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      At the moment there's no documentation available about how the sorting of My request actually work in the customer portal.

      By default request are ordered from recent to the oldest one with a different logic setup if the user browsing the portal is an agent or a customer.

      The Agent view is governed by the JQL used to construct the queue (internally).

      The Customer view’s issue are sorted by lastUpdated/creation timestamps.

      Therefore requests are sorted in My requests from the recent ones (edited) to the oldest one edited and with the following exceptions:

      • if the issue has been resolved by myself (me as a customer user), then at refresh in Any status filter it will not appear on top.
      • if the issue instead has been resolved or closed in Jira internally by the agent, then after refreshing the page and filtering again by Any Status, you will see this issue on top.

      Please provide documentation about this behaviour.

          Form Name

            [JSDSERVER-6908] Document the behaviour of My request sorting in the customer portal

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            azade bagheri added a comment -

            hello martin,

            after upgrade jsd we have the same problem.

            can you help me that how set this property??

            Thank's

            Azadeh.

            azade bagheri added a comment - hello martin, after upgrade jsd we have the same problem. can you help me that how set this property?? Thank's Azadeh.

            Yves Martin added a comment -

            In fact, it is more complex than this as Jira ServiceDesk sort according to a custom Issue Entity Property:

            select p.pkey, i.issuenum, ep.* from entity_property ep
inner join jiraissue i on ep.entity_id = i.id
inner join project p on p.id = i.project
where ep.entity_name = 'IssueProperty'
and ep.property_key = 'request.public-activity.lastupdated'
and p.pkey = 'JIRAPROJECTKEY'

            In my specific case, this property was not set on issues created in project from a JSON import as a migration from a previous helpdesk system, leading to unexpected requests order in views.

            Yves Martin added a comment - In fact, it is more complex than this as Jira ServiceDesk sort according to a custom Issue Entity Property: select p.pkey, i.issuenum, ep.* from entity_property ep inner join jiraissue i on ep.entity_id = i.id inner join project p on p.id = i.project where ep.entity_name = 'IssueProperty' and ep.property_key = 'request.public-activity.lastupdated' and p.pkey = 'JIRAPROJECTKEY' In my specific case, this property was not set on issues created in project from a JSON import as a migration from a previous helpdesk system, leading to unexpected requests order in views.
            Tiziana Marchionni created issue -

              Unassigned Unassigned
              tmarchionni@atlassian.com Tiziana Marchionni
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                Created:
                Updated: