Agent Workspace: ordering of case records in list is inconsistent when using filter based on dot-walked field - Known Error

Agent Workspace: ordering of case records in list is inconsistent when using filter based on dot-walked field Description The ordering of records in an Agent Workspace list is not consistent when switching between pages. This occurs when the filter is including a dot-walked field.

Steps to Reproduce

1. Install the plugin com.sn_customerservice 2. Create a new configuration item "RichardTest" 3. Add Configuration Item field to the sn_customerservice_case form (if not already present) 4. Create five new case records with priority 1 and assign the configuration item "RichardTest" 5. Create six new case records with priority 4 and assign the configuration item "RichardTest" 6. Go to All Cases list in Agent Workspace 7. Set the list to display 10 rows per page > see there are the 11 records now displayed over 2 pages 8. Specify advanced filter on the list based on dot-walked field Configuration Item.Name is "RichardTest" > see the same 11 records displayed in the list 9. Order the list based on priority ascending > see that 5 cases of priority 1 are displayed at top of the first page 10. Take note of the number of the first case on the first page

11. Switch to Page 2 of the list > see the 11th record displayed 12. Switch back to Page 1 of the list > see the ordering of the records on the first page is now different (if not try switching between page1 and page 2 a few more times)

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.

The only workaround is to change the condition that uses a dot-walked field (i.e. Configuration Item.Name is "RichardTest") to be based on the reference field itself (i.e. Configuration Item is "RichardTest").