Wrong SLA time

Question

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 · Answer

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 · Answer

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- · Answer

Hi @Stark Jürgen

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