Summary

Current SLA fields like 'Time to Resolution' are not sorted correctly in Issue Navigator. According to https://jdog.jira-dev.com/browse/DESK-1861 , the SLA should be sorted based on time remaining and also whether the SLAs are still on-going or completed.

So customers don't get confused about SLA sort order - it should be:

• All ongoing SLAs by time remaining
• All completed SLAs by time remaining

Steps to Replicate

Get an instance with lots of Service Desk tickets and SLA data. Go to the Issue Navigator and sort all the Service Desk tickets based on 'Time to Resolution'

Expected Result

SLAs should be categorized by the following order :

1. Whether it is completed or ongoing, if ongoing it will be shown first.
2. Once the SLA are properly grouped based on the first criteria, tickets are then sorted based on remaining time.

Current Result

Currently, ongoing ticket SLAs are sorted fine. SLA that are completed however are NOT sorted.

Based on the thumbnail above, the ongoing tickets are sorted correctly but the completed tickets are not.