How to make Requested Item's due date field same as Catalog Task SLA?

[Community Alums]

I have a sla defintion for a catalog item. (5 business days)

When I submit the request, I see current date populated on "Estimated Deliver Date of Complete Order" and "Delivery Date". I am expecting the sla duration of 5 days calculated and displayed on these fields.

So, RITM due date is having the current date/time.

Task due date is having

Task SLA shows

Totally confused how the Breach time and Actual time left is calculated. What I am expecting is, the due dates and breach time should be aligned with the 5 days duration. Does anyone know how to fix this?

[Ankit P · Accepted solution]

Well it calculates based on the schedule which is selected in the SLA.

In your case I can see it is 8-5 Weekdays excluding holidays.

So as per this schedule 1 day = 9 Hours(From 8 to 5) and that will also exclude Saturday and Sunday.

If you select the SLA to be 5 days means 5 * 24 =  120 Hours.

So as per the the schedule it will be 120/9 = 12.33 Days in actual (this is excluding the weekends).

In 12.33 days we can have 2 or 3 weekends means it will have additional 4 or 6 days in actual OR more if any holiday is marked in the calendar in between.

That is why you see 19 days and not 5 in the Actual time left.

Mark correct if that helps.