Problem Definition

Based on the 'Showing last 7 days' statement via SD project > Reports > SLA goals, it's mentioned the calculation will based on the last 7 days but in fact not. Basically, the SLAs report is calculating for ongoing tickets even if it's from a month ago are still relevant to that SLA's success. After chat with Albert Wang, this is an expected behaviour based on the code design.

Suggested Solution

• We understand the SLA formula but the wording can be more meaningful such as 'Showing last 7 days and ongoing issues' or any wording that would explain the SLA formula.

Workaround

Add a custom JQL query for the last 7 days issues.