I have a question about the behavior when sorting a list of tickets.
Here's an example:
I search on active incidents assigned to a specific routing group. When I sort the list by the 'Assigned To' column, it changes the sort to be by the Assignee, with tickets with no assignee at the top, and then the ticket assignees are listed alphabetically by last name. Within that sorted list, if I look only at the tickets that are assigned to 'Doe, John', the order of those tickets seem to be random (not in open date or ticket # order). And if I do the same search and sort again immediately after that (no new tickets have come in), the order of those same tickets are now in a different random order. I don't think there is any way to specify a secondary sort (right?) -- But wouldn't you think that whatever order it is putting them in would be consistent each time that you do the same search/sort?