SAP Knowledge Base Article - Public

3622185 - Unexpected Sorting Behavior in Ticket Status Column

Symptom

  • Sorting the Ticket Status column does not produce the expected order.
  • Users may notice discrepancies in the sorting behavior, such as numbers appearing out of sequence.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to the Service work center.
  2. Access the Ticket view.
  3. Select the Status column.
  4. Apply Sort Ascending to the column.
  5. Observe the sorting behavior, where numbers may appear out of sequence, such as 11 preceding

Cause

The issue arises due to the inherent behavior of alphanumeric sorting, which organizes numbers based on their first numeral rather than their numerical value. 

Resolution

  1. Understand that alphanumeric sorting prioritizes alphabetical order first, followed by numerical order based on the first numeral.
  2. For example, 1300 will appear before 140 due to the sorting logic.

Keywords

ticket status sorting, alphanumeric sorting, unexpected sorting behavior, SAP Cloud for Customer, service request processing, sorting issue, ticket view, ascending sort, column sorting, sorting discrepancy, alphanumeric order, sorting logic, numerical sorting, sorting anomaly, ticket status order, sorting explanation , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions