Issue Summary

In Service Management projects which have public holidays entered to calendars which are applied to SLA's, the system appears to ignore considering those days and discounting them in SLA time calculation. This can lead to incorrectly calculated SLA times and could cause reports to be incorrect.

Steps to Reproduce

1. Create a new Service Management project (the template shouldn't matter, but I've been using the 'IT service management' one).
2. In project settings, first create a new calendar
   • Call it 'Test Calendar'
   • Ensure the working hours are set to 9:00 to 17:00 (8h) for Mon-Fri only and Sat-Sun are unticked.
   • Add the below public holidays:
     • Add one public holiday for the next working day prior to today
     • Add another public holiday for the day two working days prior to today
       For example, if today was a Friday and the 21st, we should have one on the 20th Thursday, and one on 19th Wednesday
     • Save the calendar
3. Then, create a new SLA called 'Test SLA' with the below settings
   • Time metric:
     • Start: Issue Created
     • Pause on: (empty)
     • Stop: Entered status: Closed
   • Goals:
     • Issues (JQL): "issuetype = Incident"
     • Goal 2h
     • Calendar 'Test calendar'
     • Save the SLA
4. Create a new Incident issue type in the project. Call it 'Test Incident'
5. Observe that the SLA's are all set to default within default 'clock has just started' counts.
6. Use the information in our How to change the issue creation date using a database update article (or other method) to change the created date of the newly created issue to three days prior.
   Using the same time-scale example above when creating the calendar, change the created date to the 18th Tuesday
   Check that the created date of your newly created issue has been updated accordingly before moving on. If it hasn't, ensure that the date, and date format of the import is correct
7. Note that the SLA's on the test incident have not been updated.
8. Use the ". . ." menu to recalculate the SLA's. Using the same time-scale as above, the SLA reports -2d *h.

Expected Results

The SLA should not report two days as they should be discounted due to being public holidays.

Actual Results

The SLA reports a calculation which ignores the two public holidays and instead counts them as days where work was on as normal.

Interestingly, if you add a public holiday on the day the issue was created, and is also a day before the two we added above, it will calculate correctly.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available.

Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below: