How to Understand the Jira Service Desk Time To Resolution Field

[Aaron Whigham]

I have set a SLA for 24h with a custom calendar.

When I create an issue, the SLA show the correct value counting down from 24h.

However, the Time to Resolution Field is counting down  from 3d. Please see image below.

My users are getting confused.  The time to resolution is expected to show within 24h unless the resolution takes longer.

What am I missing about understanding the Time to Resolution?

Respectfully,

Aaron

[Taranjeet Singh · Accepted solution]

@Aaron Whigham Try to use the same custom Calendar for both of your SLAs. Time to Resolution SLA uses "Sample 9-5 Calendar" by default and as per general JIRA settings, if 1d = 8h, then the default calendar converts 24h to 3d.

[Aaron Whigham]

Click on the Time to Resolution Option in the SLA menu on the left.

Set the Time to Resolution.  I will show the Custom Time to Resolution Countdown time that you have set.