Hi guys/gals, thought I'd try and offer some suggestions from what I'm seeing in your ServiceDesk plugin.

I'd raised a ticket with yourselves about the SLA's not sorting and being all over the place. But your guy Yit Wei explained what was happening for me (https://support.atlassian.com/servicedesk/customer/portal/3/SDS-1941). While I get it and understand it, this still leaves me having to apologise to the ServiceDesk manager who now can't really show the data in the format that she wants in her month end reports. The only way round this is going to be Structure Plugin, that allows her to go and resort these as she likes.

While I get that for a SD user, this is OK, If they're completed most of the SLAs will not be an issue. But for a month/year end report on tickets, you'd expect this to be achievable.

So while you have a complex field that renders the information on the screen, it's not that sortable. Though setting an SLA filter and a Subscription, allows you to get the data pretty well output to email, which you can then paste into excel. So that's the only option she has to manually sort it once it is spat out from JIRA.

My suggestion would be to have a separate field, that wouldn't necessarily be viewable, that you could referance when doing your sort. I'm no programmer, but I would like to think that you could do something that would generate the figure in a natural number format that could be output and then sorted. Leaving the original SLA fields as is, since they are so handy to use and see what is live. But at least you'd be able to sort them on SLA, rather than just the live ones.

As to the existing method of sorting, I'd probably suggest that they would be sortable via a secondary "order by", if that is possible.

Anyway am rambling now. Please let me know if you manage to update any of these.

Thanks,

Graeme A