Why is my SLA time not aligning with the Goal time set

[David Davis]

Team set an SLA goal for 360h on a 9-5 work week schedule.

This should be 9 weeks or 45 days. When new ticket are created the SLA is being listed as 2 months. Is this due to it being an approximate vs exact?

[Joseph Chung Yin · Accepted solution]

@David Davis -

Welcome to the community.  In each SLA setup, you also need to ensure that the custom calendar is properly configured.  The default calendar is 7/24.

Please review the following documentation on SLA configuration - https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.