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.
Question:
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?
SLA rules were recently updated. The ticket in question was created 2 days after changes were already implemented.
Was the SLA added or updated before or after the request/issue was created?
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