Breach time (planned_end_time) on Task SLA form not calculating correctly

[Jeff Krueger2]

I have a schedule configured for my SLA definitions that is 7:30am - 5:00pm weekdays excluding holidays (child schedule configured for that).  This is working correctly, the business elapsed times/time left are calculating and counting down properly, and my SLA warnings and breach events are all working properly.

However, my problem is that the "Breach time" field on the Task SLA form is not displaying the correct day/time, and the "Actual time left" field is also showing incorrectly as a result.  Does anyone know why this would be happening?  Here is an example Task SLA record for an active RITM Fulfillment of 5 Business Days:

Here is the schedule definition:

And the schedule from it:

[SanjivMeher]

Did you exclude weekends while calculating the Breach time yourself?

Also the Duration you set in the SLA definition should be the exact duration it will be running.

For ex, you have set duration as 24 hours in SLA Definition and it is 8 hours per day schedule, it will consider it as 3 Days.

I would also check the Schedule. It could be because of Schedule as well.

[Jeff Krueger2]

Ahhh.... okay I see what's happening now then.  I have the duration set as "5 days", so in calculating that based on 24 hour days, it's thinking it's 120 hours, when there are actually only 9.5 hours in each of our business days, which is 47.5 hours and not 120.

I have set the duration to 1 day 23 hours and 30 minutes, which equals 47.5 hours and 5 "business days" according to our SLA Schedule which now shows the proper Breach time.  It's just looks a little "kludgy" this way as people will see "1 day 23 hours and 30 minutes" and not automatically think of that as five business days.

Is there any way to make this more user-friendly / intuitive via a relative duration that someone is already using for something similar?

[SanjivMeher]

We usually name the SLA as P1 SLA 6 Hours or P2 SLA 1 Day. The SLA can't show it.

Please mark my response correct if it worked for you.

[Jeff Krueger2]

Yes, as per the schedule in the screenshot the schedule runs only 7:30am - 5:00pm Monday to Friday, repeating weekly on weekdays.  So weekends are excluded, as well as holidays.  

The duration is set to 5 days and it using this SLA schedule, not 24x7: