ec-sort.md

Ticket Ranking Logic

Goal

When multiple tickets match the same confirmation number, rank them so the most recent and relevant ticket appears first.

The ranking gives highest priority to when the ticket was created, while also considering recent activity and whether the ticket is still open.

Scoring Logic

For N matching tickets:

1. Sort tickets by created_at, newest first.

   • Assign score from N to 1.
   • The newest ticket gets the highest score.

2. Sort tickets by updated_at, newest first.

   • Assign half-weight score from N * 0.5 to 0.5.

3. Add a status bonus.

   • Open ticket: +0.5
   • Closed ticket: +0

Final Score

final_score = created_score + updated_score + status_bonus

The ticket with the highest final_score is selected as the best match.

Example

Assume 5 tickets are found:

Ticket	Created Rank	Created Score	Updated Rank	Updated Score	Status	Status Bonus	Final Score
A	1	5	3	1.5	Closed	0	6.5
B	2	4	1	2.5	Open	0.5	7.0
C	3	3	2	2.0	Closed	0	5.0
D	4	2	5	0.5	Open	0.5	3.0
E	5	1	4	1.0	Closed	0	2.0

Result

Ticket B is selected.

Even though Ticket A was created most recently, Ticket B has more recent activity and is still open, so it becomes the stronger candidate.