Order of Chat Queues on the Agent end can be changed by adding a before query business rules. - Known Error

Order of Chat Queues on the Agent end can be changed by adding a before query business rules. Description Order of Chat Queues on the Agent end can be changed by adding a before query business rules on chat_queue table, however, from the angular code, it is supposed to be sorted by sys_id.

Steps to Reproduce

1. Login into any instance 2. Navigate to System Definition > Business Rules 3. Click Create New 4. Fill in the Mandatory fields Name: Anything Table: chat_queue When: before Query: True Advanced: True Script: current.orderBy("name"); 5. Create few queues to check and as Agent, open the Connect sidebar

Notice that all the queues are sorted by Name However, from the Angular code, it is sorted by queue.id i.e sys_id. When this business rule is in place, intermittently the queue order will changes, which is causing the confusion among the agents while accepting the chats.

Workaround The ordering of the queue list takes place in the front end based on the QueueID. BR cannot be a workaround for ordering the chat queue list on the UI.

This is expected behaviour and by design in all currently supported releases.