Problem Definition
The new SLA rendering feature will accumulate partial day SLA run as hour and this can go up to more than 24hr, rather than showing 24hr as 1 day. This is creating confusion to Agents and customers.
For example, with a 24/7 calendar if a ticket is created has been breached for 1 day 26hrs, it is showing -1d 26hr instead of 2d 2h. The current logic is being calculated as below.
- Full day is considered as 0000 - 2400 in a 24/7 calendar.
- If the SLA breached full day from 0000 - 2400 this will be counted as full day and display as -1d.
- If the SLA breached partial day from 0100 - 2400 this will be counted as partial day and will be accumulated in hr and display as -23 h.
- So if we have SLA breached in 2 partial day for example from 0100 - 2400 on both days and one full day 0000 -2400, the SLA time will be displayed as -1d 46h.
Suggestion
Show the SLA as -2d 22h instead of -1d 46h.
Why is this important
With the current display this is creating confusion to Agent and Customer and manual calculation has to be done to find out how many days this has been breached. And also, the hour could go up to more than 24hr which at times this may accumulate to 100 or even 1000 of hours (-1d 500h)
- links to
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[JSDSERVER-5499] Improve SLA time display to show 24h as 1 day
This is a very confusing issue. We are seeing the same thing ourselves and confusing the heck out of our users. Essentially even a PAUSE event will cause the SLA timer to show hours instead of a 24 hour day. So totally confusing and unnecessary. If we are using a 24/7 calendar just treat 24 hours as a day. Why does Atlassian feel they need to add some weird logic for partial days on 24/7 calendars? Not making sense. Especially since this logic is extended to PAUSE ON steps in SLA calculations.
Hi,
When an agent see -1d 40h, it's not easily understandable. We need to calculate how many time spent on this issue.Or if we see the correct date time -2d 16h. We can easily evaluate time spent.
And I joined this point of view JSDSERVER-5473 to implement SLA on 3 Digits. On certain business the time need to be extremely shortly to resolve a production problem.
Sébastien.
Hi, User should have flexibility to select whether to show SLA elapsed time or remaining time on the issue view. Thanks