Request Ordering in Service Desk Console

Service desk

When a service desk analyst opens the Service Desk console to assist someone, the recent requests of that requester are immediately visible to that analyst.  Until now, the open request were shown first, and then the completed requests.  The algorithm that decides this ordering has now been changed.  First, requests with status ‘Waiting for Customer’ are displayed.  Then, requests are shown ordered by the date on which they were opened or completed.  This way, requests that were completed recently appear higher than they used to.  This makes sense, as oftentimes people contact the service desk with question about recently completed requests.

SD console requests