Due date doesn't reflect SLA

Ok so you set your SLA with a goal of 72h.

The hours in SLAs are only counted down during working hours. In your example, it means that your only 8 hours a day will be counted down of your SLA per day.

In other words, it means that the goal you set (72h) represents :

72/8 = 9 days

In your case, you could change the calendar to be 24/7 if you only want to count 3 day of SLA. Or you can "convert" your 3 days, which in your case would mean a goal of :

3 x 8 = 24h goal. 

Bear in mind that hours are only substracted during the hours set in your calendar ;) 

Let me know if you managed to solve your problem.

Hi @Matthew Cascio , 

the SLA says 72h on a monday to friday 9-5 schedule. Thats 72hours on an 8h/day, 5 days a week schedule. 

So 72 hours makes that 9 (72/8) business days. Starting yesterday (thursday) end of day would make that  9 businessdays later or wednesday 11/11.

If you want to have 3 days, that would be 3*8 -> 24 hours. OR use a 24h businessday calendar and keep the 72hours SLA.

Good luck! 

- Tessa