We have an SLA definition that has a duration of 6 days and 6 hours (150 hours) with a schedule of 8am - 6pm weekdays.
A case was opened on the 13/04/2023 which gave a breach date of 05/05/2023. This is correct and we are happy with this calculation (taking into account weekends and the bank holiday just gone) .
Today we were asked to change this SLA definition to 100 hours so the duration is now showing 4 days and 4 hours. The customer was happy for us not to repair any previous SLA's and once the definition is changed any new cases will use the new SLA definition.
Here is the problem.....
The case that was opened on the 13/04/2023 is still open. The SLA attached to this case has not been repaired. The breach time is still showing the 05/05/2023 - which I was expecting as I have not repaired the SLA, but the actual time left is showing as 0. I would expect this to still say 2 days as I have not re run the SLA. It looks like it is using the new duration but still has the old breach time. Does anyone know why this is? I was assuming it wouldn't affect the SLA on open cases if you didn't repair them.
