SLA Service Desk Due Date

[Soporte Ferrovial]

Hello, 

If we click on a running SLA, we can see the configuration of the SLA. And appears a Due Date, but can you explain us how it calculate this date?

thank you

[Emer McArthur]

These SLAs are set up in Project - Settings - SLAs and can be configured there by an Administrator

[Soporte Ferrovial]

Thank you, 

We have configured the goal at 24 working hours, it means 3 days. If the due date show matches with the goal the date would be 17/01 but shows 22/01/2017 . 

thank you

[Jack Brickey]

@Soporte Ferrovial, a couple things to check.

1. first look at create date and time.
2. next look at the "Concession Calendar"
3. consider the weekend. i'm guessing those are non-working days?
4. has the sla paused for any amount of time? pauses can impact the due date. example: you open it at 8am on Monday, you have an 8h business day M-F, your SLA is 24h (3 bus days). This would say it would be due by Thurs morning 8am but if it pauses, say waiting for customer for 9h then the new due date should be Friday at 9am. or at least I think that is what should happen. i have not tested.

With that said, I have never seen the due date as you show. maybe you are on server as I don't see this on cloud.

[Soporte Ferrovial]

Yes, we are at Jira Server.
1. Create Date Time: TEXpress Lanes Care created issue - 2019/01/15 12:34:01 (At this time the SLA start running)
2. The Calendar is Monday to Thursday 8 working hours, starts at 8:30 am to 17:30pm. And Friday starts 8:30 am to 13:30 pm, 5 working hours.
3. Yes, the weekend is non working days.
4. The SLA has not stopped.

Thank you,