Why in SLA actual elapsed time is diffrerent?

[ShubhiGarhwal]

There is SLA duration is 2 days but the Actual elapsed time showing (Actual elapsed time: 7 Days 3 Hours)

It will breach after 7 days why not in 2 days can anyone explain please

[Robbie]

Hi @ShubhiGarhwal,

SLA's can sometimes require a little further understanding and testing, especially when you introduce a Schedule as shown on your screen shot.

As '8-5 weekdays excluding holidays' has been selected as the schedule, this essentially equates to 9 hours. Therefore, rather than select 2 days in the 'Duration' field, change it to 18 hours (9 hours x 2).

This should recalculate taking the Schedule into consideration.

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Thanks, Robbie

[AndersBGS]

Hi @ShubhiGarhwal ,

This is based on your SLA schedule, the time the ticket was opened etc. the duration that you have set is 2 days in a 8-5 weekdays excluding holidays. this refer to that each day contain 9 hours. 2 days SLA is 48 hours, so 2 days = 5,3333 actual days. then add weekend into consideration, then you can come up to 7,333 actual days before breach.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders