On the right side of the issue, in SLA display, times are interrupted/ started one hour before the time set in the calendar. The system default time and calendar times are the same (-3: 00). What may be happening?
Please, provide us with screenshots of your SLAs and calendars so we can assess and help you out.
Apparently, your configuration is correct apart from the order of your goals that should be updated otherwise you won't get to the 2nd goal. Please note that an issue is tracked against the first goal criteria it matches on this list. (refer to Setting up SLAs)
Also, if you're referring to the time metric, they work like a stopwatch, tracking the time between two points in an issue's lifecycle. In your case, I would do a project re-index (it doesn't hurt) and an SLA recalculation by editing an existing SLA and then saving the changes. This page (How to Troubleshoot SLAs in JIRA Service Desk) will probably help you to troubleshoot it.
Hope it helps.
Ivan, the problem, in fact, is the time when these time cycles are considered. For example, the calendar is set to pause at 12 (-3: 00) and return at 14 (-3: 00), but what happens is that it pauses at 11 and returns at 13.I already reindexed the project and the system. Unsuccessfully.
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