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How does the JIRA Service Desk calculate the SLA times

We created an SLA for the Time in Pending status. 

Target goal is set for 40 hours and the calendar time zone is GMT-06:00 Chicago

Working hours Monday thru Friday 9:00-17:00 (8 hr)


When the Jira Service Desk ticket.  The SLA captured that the ticket time spend in the Time in pending status 1d 14h - Time in Pending within 4d 8h.  If you hover over the SLA, it displays SLA Goal: 40h and Actual: 17h 58m.  


1) If the SLA and Calendar time is set for 40 hours on a 8 hour work day.  Why does the SLA display 1d 14h?  I would have figured it would have displayed 2d 6h instead?   

3 answers

Was the SLA added or updated before or after the request/issue was created? 

SLA rules were recently changed but the ticket was created 2 days after the changes.  

SLA rules were recently updated.  The ticket in question was created 2 days after changes were already implemented. 

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