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How does JIRA sort the Portal Tickets?

Rosa M Fossi

Hello Community! It's me again

This question is NOT about "how can my clients sort their tickets in the portal". What I want to know is HOW is JIRA sorting the tickets that appear in the portal. There seems to be no order on the portal itself. Not by Type, or Reference (issuekey), Summary, Status or even alphabetized by Reporter.
The client is -rightfully- annoyed because he has a hard time finding tickets. And I can't even give them a hint as to how it is being sorted by the system

¯\(º_o)/¯

Accepted answers

joshloe

Rosa,

My apologies. The default sort in the customer portal for JIRA Service Desk is by the latest update, there is not a way at this time to sort in the customer portal.

Thanks Rosa,

Josh Loe

All comments

joshloe

Hi Rosa,

JIRA Service Desk Portal currently is sorted from oldest to newest request raised by the customer.

There is currently not a way to sort the portal requests in JIRA Service Desk. There is however a feature request JSDCLOUD-357 that I would suggest voting and commenting on to raise awareness to our development team.

Hope this helps Rosa!

- Josh Loe

Rosa M Fossi

Hi Josh, that doesn't quite add up. As you can see the, order of ticket numbers is in sequence: 168, 105, 167, 166, 165, 142, 143, 144, 164.....

The Tickets in the 160's were created May 23 / 24
Ticket 105 was created May 5th
Tickets in the 140 were created May 18 / 21

joshloe

Rosa,

I do see the sequence, and my apologies. From the feature request:

JRACLOUD-66988 - In the customer portal, customers cannot sort requests

, The default sort is by latest update.

Rosa M Fossi

Ahhh~ I see. Thank you.

If you add that response -not as a reply-, I'll mark it as the accepted response

joshloe

Rosa,

My apologies. The default sort in the customer portal for JIRA Service Desk is by the latest update, there is not a way at this time to sort in the customer portal.

Thanks Rosa,

Josh Loe

Yves Martin

Hello @joshloe

According to my investigations, this "latest update" answer is no longer accurate with Service Desk 4.x versions.

May you please explain why most recent requests may not be visible in first page but far away in the list?

Rosa M Fossi

The "Sort in the Portal" is ultimately being tracked here:

https://jira.atlassian.com/browse/JSDCLOUD-357

The one joshloe located with the updated info on the sorting has been closed.

I'm not really hopeful that they will ever address this since this ticket was first opened in 2014. And since they don't "roll up" the interest from the cloned tickets, 357 only reflects "161 people voted for this issue". <insert unamused emoji here>

@Yves Martin Please let us know here if you find additional info on the sorting for server. This thread here was originally created for JIRA Service Desk Cloud users and SD Cloud Portal.

Rosa M Fossi

Additional note: Looks like there is a MARKETPLACE APP someone mentioned on ticket 357. I'm going to give it a try even though every bone in my being feels like this shouldn't be something we have to pay up for.

Yves Martin

My issue is that request list view in portal has changed ordering when filtering on "Closed requests" or "Any status" - which is no longer "most recent to oldest" as expected when upgrading from JSD Server 3.7 to 4.8.

Without any notice in release notes nor specific documentation in product which explains how sort is implemented.

According to support, there are "exceptions" and I am waiting to details to understand why sort order has changed.

Rosa M Fossi

Wow! thanks for expanding on that. I didn't realize that the sorting was different depending on filtering.
As far as I can tell (for cloud) it seems to still be sorted by last ticket update (aka "Updated").
Please do let us know what support says.

Yves Martin

Hello @Rosa M Fossi

Here is a "documentation request" created by Atlassian Support to clarify how "My request" view is built, at least for JSD Server edition: https://jira.atlassian.com/browse/JSDSERVER-6908

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