Within a Service Desk Queue sorting by a field name does not appear to work correctly. Ancedotal evidence is that is overwritted by the default Key Sort. An example of the code for Show Issues is ORDER BY "Client Name (realtime)" desc.

On saving this the new sort order does not work. However the sort order is applied in the edit field .

Service Desk version: 1.2.6.1
JIRA: v6.2.7#6265-sha1:91604a8