Wrong SLA time

[Stark Jürgen]

In a JSM project, SLAs are defined based on priority; for priority 'low', 48 hours to resolution are specified. Sporadically, the problem occurs that for tickets with low priority, the SLA displays a completely incorrect value, e.g. 1w 2d instead of 48h, and the time to resolution is also inaccurate. What could be causing this, even though the priority has not been changed?

[Stark Jürgen]

Th ticket was moved from Open to In Progress to Waiting for Feedback to Closed within 24 hours; the SLA Time is wrong and the Working time too.

The SLS-Configuration lokks like that (Supportzeiten = Mo - Fr. 9:00 - 15:00)

[Mikael Sandberg]

I would start by taking a look at your SLA configuration to see if one of your goals are overlapping and causing the wrong SLA from being picked. 

[Marc - Devoteam]

Hi @Stark Jürgen 

Please provide your SLA configuration, 2nd has this ticket been moved, what are the actions done on this issue?