Sorting by Status Field

When creating a ticket report, there is no option to sort by Status order, only ascending or descending.

So instead of a report ordering tickets like 

  1. NEW
  2. OPEN
  3. IN PROCESS
  4. ON HOLD

It's sorting like

  1. IN PROCESS
  2. NEW
  3. ON HOLD
  4. OPEN

Is there a workaround to this or would adding number 1 New, 2 Open, 3 In Process, 4 On Hold be the only way?

Tags report ticket sort-order
Asked by Katelyn Bobbitt on Thu 11/21/24 2:58 PM
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Answer (1)

Mark Sayers Thu 11/21/24 3:51 PM

Hi Katelyn,

The sort for that column is only going to perform alphabetical ordering based on status name currently. You could try to add those numbers, sure, but keep in mind it will also display them that way on your ticket requests too. So if that is a concern at all for technicians or users seeing a number that might not make sense to them, then it may not be an optimal solution. I guess that would be up to you.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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