How does the JIRA Service Desk calculate the SLA times

[James M]

We created an SLA for the Time in Pending status. 

Target goal is set for 40 hours and the calendar time zone is GMT-06:00 Chicago

Working hours Monday thru Friday 9:00-17:00 (8 hr)

When the Jira Service Desk ticket.  The SLA captured that the ticket time spend in the Time in pending status 1d 14h - Time in Pending within 4d 8h.  If you hover over the SLA, it displays SLA Goal: 40h and Actual: 17h 58m.  

Question:

1) If the SLA and Calendar time is set for 40 hours on a 8 hour work day.  Why does the SLA display 1d 14h?  I would have figured it would have displayed 2d 6h instead?   

[James M]

SLA rules were recently updated.  The ticket in question was created 2 days after changes were already implemented. 

[Mikael Sandberg]

Was the SLA added or updated before or after the request/issue was created? 

[James M]

SLA rules were recently changed but the ticket was created 2 days after the changes.  

[James M]