"Order by" SLA time sorting in JSD not working

[Meg Holbrook]

Cross-posting here from JAC so anyone else having this issue can easily watch and support this developing issue. At this time, support has no workarounds. 

I have a series of SLAs in JSD that are used to sort our service desk queues. Yesterday afternoon, my help desk technicians reported that the queues were not sorting correctly. As you can see from the screenshots, the SLA response times are all over the board. 

Additionally, sorting by SLA fields does not work when using search filters. I attempted this as a workaround to allow my team to still work top down by SLA response time in our queues. This is affecting both custom SLA field sorting as well as Atlassian standard fields such as time to resolution.

This issue affects the core of my service desk functionality, which is to prioritize issue responses and respond in alignment with SLAs that we've established. The sorting is visually broken which leads to an inordinate amount of manual guesswork to scroll through a queue of help desk issues to determine what's next in line. 

[Olga Videc]

Hello @Meg Holbrook 

The reason this is not showing the right results is that you are oreder-ing by "response time" SLA if I got this correct you have multiple different SLA's.

To get accurate resoults you would need to filter on each SLA separately or use one SLA and add a condition to it to set different times for different scenarios.

BR, Olga

[Meg Holbrook]

Hey @Olga Videc

Not sure what you're saying. This is not due to my filters. Atlassian has confirmed as a bug.