Problem definition

The new SLA rendering feature includes the holiday in the display which is confusing. The expectation is that the goal will not be changed with an additional holiday on a weekday.

However, if there is a holiday defined in the calendar and if his holiday occurs any day after the creation of an issue and before the SLA goal is reached, an extra day will be added to the "within" and "remaining" time of the SLA panel.

Steps to reproduce the issue

1. Configure the SLA calendar to have working hours from 9am to 6pm, Monday to Friday.
2. Configure the Time to resolution SLA to have a goal of 30 hours.
3. Create a ticket at 10.30am Monday.
4. Take note of the goal and display of the Time to resolution SLA of the ticket.
5. Edit the SLA calendar and add Tuesday (the next day) as a holiday and save it.
6. Check the same ticket for the goal of the Time to resolution SLA.
7. Remove the holiday from the calendar and repeat the previous step.

Expected result

• The goal shouldn't change with Tuesday being a holiday, however, the due date & time should be one day later.
  • Before adding a holiday: The goal of the Time to resolution SLA is 2d 12h. Due on Thursday 1.30pm.
  • After adding a holiday: The goal of the Time to resolution SLA is still 2d 12h. Due on Friday 1.30pm.
  • After removing a holiday: The goal of the Time to resolution SLA is still 2d 12h. Due on Thursday 1.30pm.

Actual result

• The goal and the due date & time both changed.
  • Before adding a holiday: The goal of the Time to resolution SLA is 2d 12h. Due on Thursday 1.30pm.
  • After adding a holiday: The goal of the Time to resolution SLA is 3d 12h. Due on Friday 1.30pm.
    with the goal being 3d 12h, it gives the wrong impression that there are 3 working days and 12 working hours remaining.
  • After removing a holiday: The goal of the Time to resolution SLA is back to 2d 12h. Due on Thursday 1.30pm.

Workaround

You may disable the improved SLA rendering feature as per this KB as a workaround to avoid causing any confusion to your Service Desk agents. Please note that disabling this feature will also change the unit of the SLAs displayed to your agents: they will no longer be displayed in Years, months, weeks or days unit, but only in hours and minutes.