Due date doesn't reflect SLA

Question

The due date and SLA time remaining for issues in my Service Desk do not reflect the SLA configured in settings.  For example, see attached screenshots. Let me explain what you'll see:

The issue in question was resolved yesterday, 29/Oct/2020 5:00PM

The SLA "Time to close after resolution" time remaining for that issue says 1w 4d and when hovering on that text, the due date shows 11/Nov/2020 5:00PM

However, this SLA is configured as 72h (3 business days on M-F 9a-5p schedule) so the Due Date should really be 3/Nov/2020 5:00PM

What causes this discrepancy....or am I misunderstanding something?

Thanks!

Matt

Tessa Tuteleers · Accepted Answer

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

Flavien Gache · Accepted Answer

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.